CUSTOMER SUCCESS MANAGER

REPORTS TO

Account Director

EXPERIENCE

Customer service experience and comfortable with online platforms + tools preferred.

ROLE DESCRIPTION

The Customer Success Manager plays a critical role in fueling Mortarr’s growth by developing strong relationships with professionals in the commercial construction + design industry and working to provide a positive experience with the Mortarr platform.

 

This seat is expected to work a standard 40-hour work week, but work can be done remotely within the continental U.S.

IDEAL CANDIDATE PROFILE

You are the epitome of a team player, supporting subscribers in achieving their goals on the Mortarr platform. You’re not afraid to dig into the details, ask the nitty-gritty questions and get the job done right. You are eager to drive platform adoption by connecting with current subscribers and showing them solutions that are right for their business. Your mindset is equal parts “solve problems” and “show value.” You’re wired to provide exceptional service on a day-to-day basis that grow trusted relationships with clients. You’re willing to learn and develop the skills required to change an industry. You can identify additional sales opportunities, gain industry knowledge, and generate new business opportunities through subscriber interaction.

RESPONSIBILITIES

+ Onboarding new subscribers to the Mortarr platform 

+ Proactively connecting with Mortarr subscribers to identify new project work or advertising opportunities 

+ Creating company profiles to support subscriber goals
+ Building and optimizing digital project galleries and product showrooms 

+ Optimize profile content based on direction from subscribers and/or Digital Media Strategist 

+ Coordinating across teams to ensure all subscriber guarantees are met and reported on 

+ Crafting quarterly and annual reports for assigned accounts
+ Recommending additional advertising opportunities to subscriber

DESIRED SKILLS & EXPERIENCE

+ Bachelor’s degree and 1+ years of account management or client service

+ Excellent organizational and communication skills required

+ Capacity to display positivity and an approachable persona

+ Comfortable working within digital platforms such as Mortarr.com, Asana, Google Workspace and Microsoft Office Products 

+ Willing to collaborate with the Mortarr team including Sales, Marketing, Product, and Leadership to communicate client feedback including challenges as well as enhancement opportunities

+ Polished professional demeanor, confidence and enthusiasm for the business

+ Interest in learning and growing to meet the changing requirements of the business

+ Ability to multitask, prioritize and manage time effectively

+ Potential to thrive in a fast-paced, high-volume, results-oriented, entrepreneurial environment

+ Can analyze client engagement to increase utilization and adoption of the site

+ Open to input and feedback 

+ Not afraid to have fun at work

BOTTOM LINE

You’re a polished professional with a strong combination of emotional intelligence and business sense who’s ready to foster client success.

CORE VALUES

MAKE IT HAPPEN: A great idea is nothing if it never sees the light of day. We can’t just think it, or talk about it; we have to do it. No matter what stands in our way, we must find a way to get it done.

 

PURSUE THE UNCOMMON: Being average is not an option. To transform an entire industry, we have to be different. We must explore blue oceans, unchartered territory, pave ways not yet discovered. We must think big and do bigger.

 

SWEAT THE DETAILS: Stick! Stick! Stick! Beauty isn’t in the details. It is the details. Always be mindful of the importance of everything we do because a collection of little things makes big things happen.

RIDE THE TIDE: Dodge, dip, dive, and dodge. It’s best to avoid wrenches, but when they do come our way, we always make the best of the situation.

 

MAD RESPECT: No jerks allowed.

NEXT STEPS

Send your info and work samples to connect@mortarr.com to get started.