Client Success Manager
San Francisco, CA /
Client Success /
Aalto is a new way for discerning homeowners to exceed their home selling and buying goals. It offers a differentiated experience that is tailor-made to customers’ lifestyles — all while keeping the personal details of their lives personal. Aalto lets sellers freely explore their options and sell at their own pace without risk, and it lets buyers discover unique homes for sale that they can’t see anywhere else.
At Aalto, we are building a fair real estate marketplace that gives everyone the freedom to live in the right place at the right time. Homes sell every day on Aalto and sellers love the experience as seen in our 95+ seller product-market fit score.
We're looking for a Client Success Manager to join Aalto's Sales & Community team to support homeowners in their home sale journey from beginning to end. This role will be responsible for ensuring that clients are delighted as their home launches on the platform, is shown to prospective buyers, and goes through the escrow process. You will build and maintain positive working relationships with the local real estate agent community and act as the primary client success manager.
We are overwhelmed with the popularity of Aalto and have had to start putting potential customers on waitlists. We need your help to change the future of real estate and support our community!
Who you are:
-An extraordinary listener with strong EQ and customer empathy
-A concise and persuasive communicator who can clearly explain complex topics in person and in writing
-Top-notch prioritization and time management; you have multi-tasking down to a science
-Strong attention to detail and ability to solve complex, interdependent problems with solutions that deliver real business value
-Flexible to scaling and changing organizations, responsibilitiesYou are goal-oriented and excited about new challenges
-You work hard to achieve ambitious goals
-Comfortable responding to clients via email and less frequently, by phone, after hours or on weekends
-You are very receptive to feedback, and use it to improve rapidly
-You have the ability to establish credibility with key decision makers and influencers
-Previous experience in partner management or event management a plus
-Location: San Francisco Bay Area; ideally San Mateo, Santa Clara or Alameda county to reduce travel time to properties
-You have 2-5 years previous experience in account management, customer success, client relationship management, operations, or implementation
-You have a Bachelor's degree
What you’ll do:
-Partner with the our sales team: Proactively support a portfolio of Strategic Client Advisors so that they may achieve positive business outcomes via the Aalto marketplace
-Cultivate an exceptional customer experience: Provide unparalleled quality service to our clients and the greater real estate community to meet or exceed our team’s SLAs and NPS targets
-Scale our operations: You will identify new opportunities to implement 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format. You will help create systems and processes, playbooks, and dashboards to drive team effectiveness & efficiency and customer success
-Implementation and project management: Manage the end to end implementation of our strategic home plans, ensuring milestones and timeline expectations are achieved on or ahead of schedule
-Third-party and vendor management: Act as the primary point of contact for external partners including vendors and cooperating agents. Solicit and manage communication between third parties and our clients, ensuring a strong working relationship with third parties and that our clients feel informed throughout their partnership with Aalto
-Be a team player in an early stage startup: You will pitch in on all sorts of things, no project is too small and no issue is ever 'not your problem'
-Travel locally: Travel as needed to our actively listed homes to ensure the successful implementation of our listing experience
Benefits at Aalto:
-100% paid health and dental
-Base + uncapped performance compensation
-Unlimited PTO and company holidays