REI Coach

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate and implement retention strategies for customer accounts that are classified as high-risk and high-value.

• Personally handle escalated client relationships to minimize cancellations and enhance long-term partnerships.

• Develop tailored success plans aimed at maximizing customer satisfaction and retention.

• Monitor customer health metrics and proactively identify accounts that exhibit signs of potential churn.

• Conduct regular business reviews with VIP clients and act as the primary escalation contact for strategic accounts.

• Identify potential opportunities to broaden existing customer relationships through additional products and services.

• Collaborate with Sales and Customer Success teams to foster account growth and optimize customer lifetime value.

• Mentor, coach, and train Customer Success Managers in objection handling, negotiation, and relationship management.

• Enhance retention processes by analyzing churn trends and applying best practices throughout the organization.

• Monitor retention metrics, revenue safeguarded, customer satisfaction, and overall team performance, while providing regular reports to leadership.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, Client Services, Sales, or Customer Retention.

• Proven track record in minimizing customer churn and expanding existing customer accounts.

• Strong skills in consultative selling, negotiation, and conflict resolution.

• Experience in managing relationships with executive-level and high-value clients.

• Demonstrated ability to coach, mentor, and develop teams that engage directly with customers.

• A strong analytical mindset with experience in interpreting customer health metrics and KPIs.

• Proficiency in CRM systems and customer success platforms.

• Exceptional verbal, written, and presentation communication skills.

• Highly organized with the capability to prioritize multiple client relationships at once.

• Experience in the Real Estate Investing industry is strongly preferred.

🏝️ Benefits

• Comprehensive paid training and onboarding.

• Employer-sponsored Medical, Dental, and Vision insurance.

• 401(k) plan with company matching.

• Fully remote position with prospects for long-term growth.

• Performance bonuses linked to customer retention, revenue protection, account expansion, and customer satisfaction.

• An opportunity to significantly influence company growth and recurring revenue.

• Collaborate with a high-performing, cooperative leadership team.

• Opportunities for career advancement within a rapidly growing organization.