Manager, Customer Support

The primary responsibility of the Manager, Customer Support will be to help build and maintain a client-facing team that will onboard, train, and support a growing network of trade vendors using Lessen's new field-management solution, Lessen Pro. The candidate and their team will grow and maintain strong relationships with our users, ensuring their satisfaction and driving growth through cross-selling and upselling additional services. The position will play a pivotal role in training vendors, providing support, and delivering exceptional client-facing service. The position reports to the Senior Director, Growth Initiatives.

What You'll Do:

SaaS Implementation and Service

• Software Implementation: Help lead the execution of the overall strategy for Lessen's Vendor SaaS offering.
• Land and Expand: Assist in identification of opportunities to become the leader in this space and ensure revenue growth
• Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and setting the stage for long-term success.
• Solutions Management: Work closely with clients and vendors to understand their pain points and product growth opportunities


Relationship Management

• Client Relationship Management: Develop and maintain strong relationships with clients, ensuring their needs are met and they are satisfied with our services.
• Training and Support: Train vendors on our SaaS platform and provide ongoing support to ensure they can effectively use our tools.
• Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell additional services to existing clients, driving revenue growth.
• Service Excellence: Deliver exceptional client service, addressing any issues promptly and effectively.
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Compensation:

• $75,000 - 90,000.00 annually

Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location.
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What You'll Need:

Professional Skills

• We would expect these professional skills from an individual fully established in this role.

Customer Service / Relationships

• o Able to proactively engage with customers in a way that develops positive attitudes about Lessen and its services. Able to resolve customer escalations and coach others on handling customer interactions.

Verbal Communication

• o Able to present information in an engaging way to small internal or external audiences. Able to adapt presentation style-facilitation, discussion, or consultation-to appropriately fit each occasion or audience and can add value to others through coaching.

Written Communication

• o Able to write concise, coherent, and effective communications such as minor reports, emails, and responses to customer inquiries.

Teamwork

• o Able to bring out the best in each team member to achieve goals and inspire a positive team spirit. Able to lead through example and apply team best practices.


Role Specific Skills

• Computer Skills: Proficient in: Microsoft Word, Excel, PowerPoint, Outlook
• System Experience: (Salesforce)


People Management Skills

Manager

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence]


Qualifications

• Experience: Minimum of 5 years of experience in client success, account management in a SaaS product in the real estate/construction verticals.
• Skills: Excellent client-facing and relationship management skills, strong communication and interpersonal skills, and the ability to build and maintain relationships.
• Management Experience: Minimum 5 years of experience managing a team of client success representatives, preferably in a SaaS product in the real estate/construction verticals.
• Technical Proficiency: Familiarity with SaaS platforms and the residential repairs and maintenance industry.
• #IND1
• Keywords - vendor, trade, facilities, facility management, property management, construction, HVAC, electrical, plumbing, SaaS