What are the responsibilities and job description for the Enterprise Customer Success Specialist position at MBS Highway?
Description
Title: Enterprise Customer Success Specialist
Report: VP of Customer Success
Location: Remote
Position Type: Full-Time Exempt
Travel: Possible
About Highway
Highway is a fast-growing SaaS company operating in the mortgage lending space. The platform provides data and communication products, including market intelligence, software tools, calculators and a marketing suite to mortgage loan originators and real estate agents to facilitate higher conversion rates of conversations and prospects to actual loans. It is a proven solution to materially increase mortgage loan origination efficiency and effectiveness coupled with improving end-customer experience.
Position Summary
The Enterprise Customer Success Specialist is responsible for managing logistical support efforts in collaboration with the Enterprise Customer Success Management team. There are a range of key actions they will be asked to support, which include managing CSM email and Support ticket volume from enterprise clients and handling directly, triaging, or escalating. In addition, they will assist in the support and tracking of enterprise engagement campaigns through HubSpot. This role will be critical in allowing the Enterprise CSMs to focus on proactive activity without sacrificing responsiveness. The role of the Enterprise Customer Success Specialist will be a development opportunity for someone who would like to become a Customer Success Manager.
Requirements
To perform in this position successfully, an individual must be able to perform each key responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.
Title: Enterprise Customer Success Specialist
Report: VP of Customer Success
Location: Remote
Position Type: Full-Time Exempt
Travel: Possible
About Highway
Highway is a fast-growing SaaS company operating in the mortgage lending space. The platform provides data and communication products, including market intelligence, software tools, calculators and a marketing suite to mortgage loan originators and real estate agents to facilitate higher conversion rates of conversations and prospects to actual loans. It is a proven solution to materially increase mortgage loan origination efficiency and effectiveness coupled with improving end-customer experience.
Position Summary
The Enterprise Customer Success Specialist is responsible for managing logistical support efforts in collaboration with the Enterprise Customer Success Management team. There are a range of key actions they will be asked to support, which include managing CSM email and Support ticket volume from enterprise clients and handling directly, triaging, or escalating. In addition, they will assist in the support and tracking of enterprise engagement campaigns through HubSpot. This role will be critical in allowing the Enterprise CSMs to focus on proactive activity without sacrificing responsiveness. The role of the Enterprise Customer Success Specialist will be a development opportunity for someone who would like to become a Customer Success Manager.
Requirements
To perform in this position successfully, an individual must be able to perform each key responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.
- Assist the Enterprise CSMs in preparing and organizing new enterprise onboarding programs.
- Manage shared Enterprise CS email inbox as well as those of the individual CSMs to ensure all service requests and questions are responded to quickly and accurately.
- Participate in Relationship Action Planning (RAP) and make necessary updates to HubSpot enterprise Playbooks.
- Partner with Enterprise CSMs and other CS team members to develop communications and enterprise-specific campaigns to drive engagement and awareness.
- Mmanage training & meeting calendars for Enterprise CSMs.
- Assist Enterprise CSMs in preparing Quarterly Business Review presentations
- Collaborate with partners from across the Highway organization, such as Operations, Finance, Marketing, Product, Sales, and Data Science
- High school diploma or equivalent; some college education preferred.
- 2-4 years of relevant experience required
- Knowledge of real estate and/or mortgage markets is ideal, but not required.
- Excellent verbal and written communication skills· Strong customer service skills
- Highly organized and accountable
- Analytical and problem solving capability
- Ability to work independently with minimal supervision
- Comfortable with or able to learn HubSpot, Zendesk,Google Suite, Airtable and Sigma, among other software applications.