Lead key meetings with customers, including but not limited to ad-hoc calls to schedule trainings, one-to-many training sessions, and follow-ups
Clearly communicate the onboarding process and manage expectations before, during, and after contact for new clients
Understand each customer’s goals and objectives, reasons for choosing GlassHous,e and expected ROI, and be able to tailor onboarding accordingly
Communicate professionally and maintain engagement with customers in your portfolio about scheduled calls, questions, product guides, etc.
Monitor customer progress and provide a proactive check-in when needed
Identify any roadblocks in the onboarding process and escalate accordingly
Document the customer’s journey completely in our CRM
Work cross-functionally to deliver product feedback, feature requests, and bugs.
Actively participate in company and departmental meetings, as assigned
Remote Work with Hybrid Opportunity - We are a remote team with a hybrid office structure for Nashville area team members.
As an early-stage company, roles may change and expand over time. You will have an opportunity to participate in lots of new initiatives and projects.
Attend and engage during 1-2 annual team meetings in Nashville, TN. These are generally 2-3 days, including travel.
About You:
Must have:
Mission and value alignment
1-3 years of experience in Customer Success, Onboarding, Account Management or related customer-facing roles
Strong communication skills - both verbal and written
Comfortable working in a camera-on organization and leading virtual meetings, training sessions, etc.
Detail-oriented and highly organized
You’re very computer-competent and can handle software tools b/c you’ve used them before (maybe not our specific stack, but you’re not afraid of technology)
Ability to travel to company off-site meetings 1-2 times per year. These are usually 2 days in Nashville, TN.
We require individuals to live in Mountain, Central, or Eastern time zones.
Nice to have:
Home service, real estate, and/or outbound sales background - This helps with understanding our customers
Familiar with our tech stack (Hubspot, Google Suite, Slack, Zoom) and other relevant CS and customer support products.
Familiar with home service software like CRMs, FSMs or other sales platforms
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