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Job ID: 312116539

Job Description

Realvolve+Firepoint (realvolve.com), a SaaS CRM, lead generation and workflow platform, exists to improve the lives of growth-minded real estate agents and liberate their business with foundational software that helps them grow, scale, and thrive. We’re looking for a service minded individual to join our customer success team as a Real Estate Workflow Strategist.

Customer Success:

The Customer Success Team is focused on developing raving fans of Realvolve+Firepoint who have successfully implemented our software as an essential aspect of their daily success. This is accomplished through onboarding, support, training, and consultation and measured through churn, retention, customer satisfaction, and adoption.

What You’ll Do:

The Real Estate Workflow Strategist (REWS) acts as a coach, consultant, support agent, customer advocate, and Realvolve expert. You will lean on your expertise of Realvolve and your knowledge of the real estate landscape to dive into your client’s unique needs and business processes—developing and executing a project plan that includes software implementation, team training, and system customization. You’ll spend the majority of your day on video conference calls with your clients. Between appointments, your day will be focused on completing the action steps determined on calls and supporting your clients via email, phone, and other means.

How You’ll Do It:

  • Complete the training program within four weeks.
  • Become an expert on both our platform and real estate communication strategies and tactics.
  • Become proficient with the REWS suite of Workflows and templates.
  • Work with your clients to understand their purposes and goals and develop project plans accordingly.
  • Maintain a book of eight to ten active short-term clients or 25 long-term clients-- beginning with three clients at the beginning of month two, and increasing by one client each week until quota is reached. You will not be responsible for finding your own clients.
  • Maintain an average program completion schedule of six weeks for short-term clients.
  • Train users with a focus on 70% user adoption across teams.
  • Manage team projects and special client requests as needed.
  • Respond promptly (within 24 hours) and thoroughly to client’s inquiries via email, text and phone when needed.
  • Independently resolve user and technical errors and customer support issues and escalate issues when appropriate.
  • Provide valuable "front line" feedback on defects and feature requests to help refine and improve the customer and prospect experience.
  • Maintain an average Customer Satisfaction score as set quarterly by the department head.

Core Competencies:

  • Communication- Writes and speaks clearly and articulately without being overly verbose or talkative.
  • Warmth- Personable, relational, and friendly in all interactions.
  • Honesty/ Integrity- Doesn’t cut corners ethically. Maintains trust and confidences, and aims to do what is right.
  • Curiosity- Has a growth mindset and takes the initiative to seek out knowledge.
  • Coachable- Willing to receive and act on constructive criticism in order to improve.
  • Flexibility- Adjusts quickly to changing priorities and conditions.
  • Intelligence- Learns quickly. Demonstrates the ability to quickly and proficiently understand and absorb new information.
  • Active Listening- Seeks to understand the needs and perspectives of others.
  • Process Focus- Understands how to break up a process into the steps that lead to completion.
  • Organization- Attention to detail, not letting details slip through the cracks. Good time management.
  • Confidence- Secure and comfortable in a variety of situations.
  • Service Mindset- Seeks to support customers and other Realvolve team members with a true desire to help.
  • Professionalism- Acts with reliability and competence.

Candidates with experience in the following areas will be given priority:

  • Real estate (1 to 3 years experience strongly preferred)
  • SAAS/ CRM
  • Customer Service/ Support
  • Software Implementation
  • Realvolve

Location:

  • Work from Home

Compensation & Benefits

  • Competitive Salary based on experience
  • Up to 100% of medical benefits paid by the company
  • 401k and retirement plan participation available
  • 12 days of paid time off and 9 Paid Holidays

Job Type: Full-time

Pay: From $45,000.00 per year

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