Client Experience Specialist

About the role

We’re expanding our Client Experience (CX) team with a new Client Experience Specialist (CXS). It’s a critical role to help retain clients who have requested to cancel. The CXS is the last opportunity to save a client!

Are you a customer-whisperer? We’re looking for a teammate who loves rolling up their sleeves, handling difficult client conversations and taking pride in finding solutions to retain a client.

Responsibilities

• Quickly build rapport and trust, raise objections, and find solutions
• Deal with a diverse set of clients, from corporate marketers to sole-proprietors
• Manage multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics, and reporting
• Assess situations, gather all relevant information, and swiftly find solutions
• Perform proactive outreach through high-level verbal and written communication
• Ensure data quality and thoroughness of captured churn reasons to enable data-driven decisions on areas for improvement
• Develop long-term strategies that drive retention and expansion work
• Use active listening skills with strong verbal and written communications; demonstrate customer empathy
• Work cross-functionally with every team throughout the organization
• Act with a sense of urgency
• Prioritize your day/schedule effectively
• Stay adaptable and on top of things in an ever-changing environment

Requirements

• 2-3 years in a client retention role, preferably at a SaaS company
• Familiarity with the residential real estate industry; hands-on experience working with real estate agents and/or real estate technology is a plus
• Experience driving towards KPIs around retaining and growing client accounts
• A consistent track record of winning—you’ve saved clients and take great satisfaction in your wins
• 1+ years working with software, ideally web-design, development, or marketing

Skills

• Calm energy in stressful situations; ability to handle emotional clients without taking it personally
• Ability to close out unfinished business and recognize when the quickest solution is the best
• Startup hustle and teamwork

Key Metrics

• Productivity: Retention Tasks Completed
• Time-to-Completion SLA
• Bonus based on: Account Save Rate, Saved ARR Rate, Rate of Contraction ARR
• Team-based commission based on: Churn ARR below Threshold

Benefits

• Plus 33% performance bonus

About Luxury Presence

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business.

The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages. We're a team of agile and tenacious innovators working collaboratively to drive the industry forward.

From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition. Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors and have raised $89 million to date.

Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform.