Client Experience Specialist

We wouldn’t have a business without our clients. Every day we come in determined to find solutions which help them find success and make their lives easier. We’re expanding our Client Experience (CX) team with a new Client Experience Specialist (CXS). It’s a critical role to help retain clients who have requested to cancel. The CXS is the last opportunity to save a client! 

Are you a customer-whisperer? We’re looking for a teammate who loves rolling up their sleeves, handling difficult client conversations and taking pride in finding solutions to retain a client.

Does this sound like you? 

You’re gifted at:

• Quickly building rapport and trust, raising objections, and finding solutions

• Dealing with a diverse set of clients, from corporate marketers to sole-proprietors – you love people, you understand them, and they can tell

• Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting

• Assessing situations, gathering all relevant information, and swiftly finding solutions

• Proactive outreach through high-level verbal and written communication

• Ensuring data quality and thoroughness of captured churn reasons so we can make data-driven decisions on biggest areas for improvement

• Developing long-term strategies that drive your retention and expansion work, saving your decision making energy because you’ve planned for as many scenarios as possible

• Active listening skills with strong verbal and written communications; customer empathy

• Working cross functionally with every team throughout the organization

• Acting with a sense of urgency

• Prioritizing your day/schedule - well-organized

• Being

• 1. Using corporate, slow-moving bureaucratic language instead of agile startup terminology
• 2. Failing to demonstrate deep familiarity with the proptech or luxury real estate landscape
• 3. Showing a lack of urgency or prioritizing process over rapid output and iteration

I specialize in rapidly scaling high-growth B2B platforms by aligning elite design standards with aggressive revenue engines.