Client Success Manager

About Us

REI Game Changers is a premier coaching company focused on helping residential real estate investors build businesses that bring personal and financial freedom to the business owner. We help both beginner real estate investors launch their business from the ground up and experienced real estate investors scale their businesses to a place where the business owner is removed from the front-line operations of the business.

Our vision is to be the go-to company for launching and scaling real estate investment businesses and to set the industry standard for what it looks like to grow a healthy and sustainable wholesaling or flipping business.

At REI Game Changers we embody 3 non-negotiable core values: Relentless Pursuit of Excellence - We are constantly growing as we pursue a standard of excellenceExtreme Ownership - We take full responsibility for the results we experienceSteadfast Integrity - We do the right thing, even when it’s uncomfortable

Role (Overview Of The Position):

This position involves supporting the sales department with the onboarding of new customers; working with customers on an ongoing basis as their primary point of contact; and creating and maintaining results, retention and referral programs to retain existing clients.

Responsibilities (Tasks Associated With The Role):Client Onboarding: Responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents.Client Support: Once introduced as the primary point of contact, will be responsible for answering all client questions and addressing any concerns in an efficient, retention-based manner. Client Retention: Create and maintain a calendar of ‘special events’ for each client (birthdays, client start date, anniversaries, first contract, benchmarks and goals etc.), and facilitate ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call. We want clients to feel like we’re an integral part of their business and to know that we’re always thinking of them and have their goals in mind.Look For Additional Sales Opportunities With Current Clients: Must be able to see opportunities for additional services that will help the client grow their business, and should communicate these opportunities to the sales team (when applicable), as reports are prepared.Develop and Maintain a Client Retention Strategy: Work with the business owner and Client Service Director to continue refining and improving existing Client Retention Strategy. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.Develop and Maintain a Client Referral System: Work with business owner and Client Service Director to continue refining and improving the existing Client Referral System. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.Monitor Outsource Teams and Results: Performing weekly check-ins with outsource teams for each client to make sure the work being done is meeting pre-established objectives, and is getting the results we promised to the client. If it’s not, figure out a plan to correct this so when our monthly reports go over, everything is in alignment with what was promised.Research: Always be on the lookout for ways to improve our services and process. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster.

Results (Expected Accomplishments):Have clients onboarded with outsource teams within 24 hours of being closed.Provide timely responses to client inquiries. This means responding within 30 minutes during typical working hours, and within 12 hours during off times.Provide detailed and insightful feedback on results from monthly marketing initiatives for clients. Be able to focus on the positive aspects of their results, and frame all efforts in a positive light. Should recognize benchmarks, and look for opportunities to increase our clients perceived value for the service we provide.Track and report on client results during weekly meetings - highlighting which clients need attention and which are doing amazingly well (so we can reach out and leverage these results for retention and referral opportunities).Maintain and improve our existing systems for streamlining customer onboarding, support, retention, and referral programs.

Requirements (Expected Proficiencies):Maintain an in depth understanding of the services our outsource partners provide, and how to measure successMust understand our sales process and keep deliverables in alignment with client’s expectations (what we promised them)Data analysis and providing insights for improvementStrict attention to detail and cross checking dataExcellent communication skills and ability to relay ideas clearlyMust be friendly and able to clearly communicate with clients by phone and emailAbility to manage multiple projects consecutivelyAbility to problem solve and provide effective solutions to issues as they arise

Compensation:$50,400 Annual Salary PLUS bonuses & commission* = $67,000 - $75,000 annual OTE

• 5% Commission and/or KPI bonuses related to: Achieve 10% Catalyst to Acceleration ascension rateMaintain a 9 or higher NPS scoreMaintain a 5% or lower refund/cancellation rate

Compensation model will be reviewed after 2 months