Customer Success Outreach Team Lead
Toronto, ON (Remote)
Operations – Success /
Full-time /
Remote
We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one.
With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.
As a Customer Success Outreach Leader, you will be responsible for leading a team of Customer Success Outreach Associates to ensure exceptional customer satisfaction and retention. You will oversee outreach strategies, mentor team members, and drive initiatives to optimize the customer experience.
WHAT YOU'LL DO:
- Team Leadership:
- Lead and motivate a team of Customer Success Outreach Associates to achieve outreach targets and goals.
- Provide guidance, mentorship, and training to team members to enhance their skills and performance.
- Foster a collaborative and positive team culture focused on customer success and satisfaction.
- Strategy Development:
- Develop and implement customer outreach strategies to engage and retain customers effectively.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement.
- Collaborate with cross-functional teams to align outreach efforts with company objectives and initiatives.
- Customer Relationship Management:
- Monitor customer satisfaction metrics and develop action plans to address any issues or concerns.
- Champion the voice of the customer within the organization, advocating for their needs and driving customer-centric decision-making.
- Performance Monitoring and Reporting:
- Track team performance metrics, including outreach activity, customer engagement, and retention rates.
- Provide regular reports and analysis to senior management on team performance, customer feedback, and trends.
- Implement continuous improvement initiatives to optimize outreach processes and drive results.
- Cross-Functional Collaboration:
- Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience throughout the customer lifecycle.
- Share customer insights and feedback with relevant stakeholders to inform product development, marketing strategies, and sales initiatives.
- Work cross-functionally to develop and execute customer success programs, campaigns, and initiatives.
WHAT YOU'LL NEED:
- Bachelor’s degree in business administration, marketing, communications, or related field.
- Proven leadership experience in customer success, customer service, or related roles.
- Strong communication and interpersonal skills, with the ability to influence and motivate team members.
- Analytical mindset with the ability to interpret data and insights to drive decision-making.
- Strategic thinker with a customer-centric approach and a focus on delivering results.
- Experience with customer relationship management (CRM) software and outreach tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for customer success and a commitment to delivering exceptional service.
We’ve become the largest real estate software company in North America. Our products provide our client’s with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web based software solutions.
At Lone Wolf Technologies, we are an equal opportunity employer that is committed to inclusion and diversity. We hire and attract candidates from all backgrounds regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and ensure that we will not discriminate on these basis. Please note that accommodations are available on request for candidates taking part in all aspects of the selection process. If you do require accommodations, please contact the Human Resources Department at Lone Wolf Technologies by calling 1-866-CRY-WOLF (1-866-279-9653) or emailing recruitment@lwolf.com.
