Junior Customer Success Manager – Books

OUR ORIGIN STORY

In 2011 SkySlope started as an idea born at the kitchen table of our CEO, with just him and two others. Headquartered in Sacramento, California, we have since grown out of our previous 3 offices and many of our close to 150 employees are spread all across the United States. Those 150 employees support close to 300,000 users across 5,000 offices nationwide and now in Canada as well. Included in that is 8 out of the 15 largest Real Estate Brokerages in the nation.
But, despite being happy with what we’ve achieved we know that as industry leaders in our space there’s a lot of work left to be done. All of the growth and success that has happened is a result of us obsessing over building cutting edge software that makes the Real Estate world a better place. We know this only happens by hiring people who don’t just come up with out of the box ideas but hiring people who actually see those ideas through and bring them to life. As we’ve grown, we’ve been fortunate enough to hire plenty of people who possess that quality and realize it’s equally important to hire people who can pair that skill with empathy, collaboration, and a keen sense of urgency. If you’re looking to join a company where you can have real impact and surround yourself with an incredible team of people then look no further.
SKYSLOPE’S CORE VALUES
These are the principles that helped us get to where we are and they are the principles that will guide us to where we want to go in the future. You can apply them to your professional life, your personal life, to any business and any situation. In no specific hierarchy, our core values are:
Awareness | Execution | Obsession | Ownership | Humility | Radical Candor | Urgency | Greatness | Inches I Fun
Learn more about our core values from our CEO, Tyler Smith here!
Purpose:The purpose of the Junior Customer Success Manager (JCSM) is to launch Small to Medium customers and provide exceptional and dedicated support to Medium customers post-launch. Specifically, this involves building and maintaining rapport, proactively reaching out, analyzing data, training and providing consultative expertise on SkySlope products. The JCSM’s primary goal is to retain customers to the best of their ability.

Essential Functions

• Responsible for meeting ALL role expectations listed HERE
• Responsible for the onboarding process (process call, training, launch) for any assigned new customers 
• Responsible for building and maintaining rapport with clients to ensure a high user adoption rate and act as the main point of contact for each of their assigned clients
• Responsible for performing proactive reach outs to their accounts to assess health of the account and to identify future needs and growth opportunities
• Responsible for analyzing account specific data via CSM dashboards to evaluate the health of a client and take proactive steps to increase their engagement and retention
• Responsible for semi-annual and quarterly business reviews as assigned by Leadership
• Become a SkySlope domain and product expert in order to consult on Best Practices

Other duties: 
• Customer issue troubleshooting and follow up
• Creating video tutorials as needed
• Reach out to eligible customers for upsell opportunities

Competencies

• All team members are always encouraged to think outside the box and pursue opportunities to go above and beyond their job description and these baseline expectations, in order to make our customers’ lives better.
• Time Management and organization skills
• Excellent oral and written communication skills
• Problem solving and solution identification skills
• Ability to follow directions
• Patience
• Positive attitude
• Self motivated
• Technical capacity
• Detail oriented

Required Education and Experience

• Customer service experience required
• 1-2 years of administrative and office experience
• High School diploma and some college preferred

Additional Information

• Supervisory Responsibility: This position does not have any direct reports.
• Work Environment: This job operates in a standard office environment. This role routinely uses office equipment such as computers, phones, and copiers.
• Physical Demands: Ability to continuously sit, stand or walk /Ability to key and mouse for extended periods/ Ability to bend, squat, climb stairs and lift up to 5 lbs occasionally
• Position Type/Expected Hours of Work: This is a full-time salaried position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.
•  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Medical Insurance – Company pays flat dollar amount towards premium There are 3 plan options Our Medical Insurance plans are provided through United Healthcare The United Healthcare HMO is only offered to California residentsEligibility begins 1st of the month following date of hirePer Paycheck (24 pay periods a year) Employee costs per tier are as follows:
UHC HDHP/HSAEmployee Only $58.92Employee + Child $147.30Employee + Spouse $175.78Employee + Family $259.24
UHC PPOEmployee Only $104.10Employee + Child $244.63Employee + Spouse $289.91Employee + Family $422.63
UHC HMO (CA residents only)Employee Only $84.56Employee + Child $198.71Employee + Spouse $235.49Employee + Family $343.29
Dental Insurance – Company pays 75% of monthly premium only on Base PlanThis PPO plan is administered through PrincipalEligibility begins 1st of the month following date of hire
Principal Dental Base PlanEmployee Only $4.19Employee + Child $11.73Employee + Spouse $8.50Employee + Family $17.20
Principal Dental Buy-Up PlanEmployee Only $6.65Employee + Child $19.53Employee + Spouse $13.51Employee + Family $28.35
Vision Insurance – Company pays 100% of monthly premiumThis plan is administered through Principal (VSP choice network)Eligibility begins 1st of the month following date of hire
Basic Life and AD&D Insurance (with additional Voluntary Plans available) – Company paid plan with a guarantee issue amount of $25,000. Plan is administered through PrincipalEligibility begins 1st of the month following date of hirePricing varies for additional coverage, based upon age, coverage and dependent classification
Voluntary Short & Long Term Disability Insurance Plans – Optional plans to help protect your financial well-being.Plan is administered through PrincipalEligibility begins 1st of the month following date of hirePricing varies, based upon age
Voluntary Accident insurance- Optional plans available to purchase that pays you a cash benefit to help with your expenses if you or a covered family member is injured due to an accident. Employee Only $4.39Employee + Spouse $6.73Employee + Child(ren) $7.49Employee + Family $11.50
Voluntary Hospital Indemnity- Optional plans available to purchase that pays you a cash benefit to help with your expenses if you or a covered family member is admitted to the hospitalEmployee Only $6.85Employee + Spouse $17.43Employee + Child(ren) $11.41Employee + Family $22.84
Voluntary Critical Illness- Optional plans available to purchase to help with your expenses if you or a covered family member is diagnosed with a covered critical illness. Pricing varies, based upon age
Flexible Spending Account – A tax savings account you put money into that you use to pay for certain out-of-pocket health care and dependent care costs.Plan is administered through Discovery BenefitsEligibility begins 1st of the month following date of hire, if you sign up by the 25th of the month
Health Savings Account (HSA)– A tax savings account for employees enrolled in a High Deductible Health Plan. You can put money into this account to pay for certain out-of-pocket health care costsPlan is administered through Discovery BenefitsEligibility begins 1st of the month following date of hire, if you sign up by the 25th of the monthMust be enrolled in the UHC HDHP/HSA medical plan with SkySlope to be eligibleSkySlope contributes $300 to an individual HSA and $600 to a family HSA
401(k) Plan – Company will match $0.50 on each $1.00 contributed up to the first 6% of eligible earningsPlan is administered through PrincipalEligibility begins first pay date after 90 days of employmentAuto-enrollment after eligibility at 3% of gross annual earningsDefer between 1% and 40% of eligible contribution
Employee Stock Purchase Plan – Company match equal to 33.3333% of dollars contributed to the plan, based upon the average purchase price for the quarter.Plan administered through Fidelity Eligibility begins first pay date after 90 days of employmentMay contribute after-tax dollars from 3% to 15% of base earnings
Paid Time Off (PTO) – Company provides 120 hours (equivalent of 15 days) of PTO for new hiresPTO accrual begins after 90 days of employment
16 Paid Holidays11 observed, 5 floating (used for personal holidays)List of observed holidays published annuallyEligibility begins on your first day of employment
Bereavement Leave – Company will provide you with the following off to grieve the loss of a loved one. 5 paid days of leave for an immediate family member. This is a spouse, child, parent, grandparent. 1 paid day of leave for a close non-family member.
Discounts through Fidelity – Purchasing discounts for wireless, car rentals, hotels and more…
Pet Insurance through Nationwide– 50%, 70% reimbursement plans available through Nationwide with options for wellness. SkySlope contributes $20 a month, per pet, up to 2 pets towards the cost of the plan
Paid Parental Leave – All full-time regular employees are eligible for SkySlope’s Paid Parental Leave program, which provides employees with up to six (6) weeks of pay following the birth or placement of a new child. Paid Parental Leave must be taken within the first 6 months of the birth or placement of a new child. Employees will be paid at their regular rate of pay based upon their normal work schedule, up to a maximum of forty (40) hours per week.
Dayforce Wallet- All full-time regular employees will have access to sign up for Dayforce Wallet. Dayforce Wallet is a program provided by our payroll provider that allows employees to access their pay on-demand as soon as it is earned, without waiting for their standard payday.
Waldorf University discounts and perks- 10% off tuition for employees and their families, free text books, and scholarship opportunities available
Child Literacy Assistance Program discount- Discounted annual membership to Luminous Minds, an online resource center created to help with child literacy struggles. $85 for 1 year membership as a SkySlope Employee.
$1,000 Employee Referral bonuses- SkySlope will give every referrer $1,000 (post-tax) after a referee passes their 90 day mark. 
In addition to the above you also receive other perks like our Annual Employee Appreciation Day and additional internal company events.

SkySlope, is an Equal Opportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status,national origin, sexual orientation, gender identity or expression (including transgender status), geneticinformation or any other characteristic protected by applicable law.
We sincerely thank you for taking the time to review our open positions and hope you’ll take the time to submit a concise and thoughtful application.
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