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:

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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. 

Compensation:

• $75,000 - 90,000.00 annually

Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location.

What You'll Need:

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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.
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