Help us grow into an ever-evolving marketplace. Seeking experienced and high-impact Customer Success Manager to support our customer base!

WHAT WE DO

Betterview is the only property data platform that informs every transaction for decision-makers who want to reduce risk, cost & waste in an increasingly competitive environment. We provide software and services that capture, organize, and analyze data for buildings and properties to unlock valuable insight. Our company is quickly becoming essential to every transaction by making every property thoroughly understood.

Every day, our team is focused on the needs of our customers. We strive to earn their trust by providing valuable, accurate insight that is important to their businesses. We provide our customers with information that is not only useful to their business decisions but is easy to use. We combine high quality human interactions with sleek, intuitive design and are pioneers on the journey alongside our customers, who are transforming the way they do business with data-driven decision-making.

THE OPPORTUNITY
Betterview is seeking an enthusiastic and experienced Customer Success Manager, who will be responsible for developing customer relationships that promote retention and loyalty. His or her job will be to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Customer Success departments are relatively new and are used mainly in technical companies, specifically in software. Customer Success Managers drive value and understand how the product can be used to accomplish our customers’ goals.

The goal of Customer Success at Betterview is to ensure that our customers successfully launch, adopt, and continually derive business value from our data analytics and workflow SaaS platform.

Reporting to the Manager of Customer Success, you will have the opportunity to work directly with customers on a daily basis as you discover their business needs and challenges and then coach them on the best ways to use Betterview to solve them. You will provide input on strategic customer plans, helping to identify areas where existing customers could improve their use of Betterview, and/or uncovering new uses altogether. You will be responsible for tracking and reporting the appropriate metrics to measure the results of Customer Success as it relates to product usage, churn, contract renewal/expansion, and customer satisfaction. You may help advise prospective customers on the best way to launch Betterview in their company. Furthermore, you will work closely with our Product Design, Engineering, and Operations teams to become a product expert. This will enable you to recommend solutions for day-to-day customer inquiries and needs, educate customers on upcoming product features, and recommend solutions internally to problems our platform is not addressing.Part project manager, consultant, and product expert, a Customer Success Manager should continually be focused on helping customers improve their ability to leverage our predictive analytics to make better underwriting and risk-management decisions across the entire policy lifecycle.

What You Will Be Doing

WHAT YOU WILL BE DOING

  • Implementing existing underwriting and claims policies and procedures that optimize the customer experience.
  • Gathering customer feedback.
  • Providing day-to-day support of their book of customers, which includes, but is not limited to:
    • Sending regular reports to customers
    • Providing insights to customers on how we can drive more business value and increased usage of the Betterview platform
    • Creating presentations as needed
    • Providing training on our products
  • Work with supervisor and the engineering team to triage issues when they occur. This role, however, is proactive in nature and meant to prevent problems rather than react to them.
  • Educating customers on capabilities of software ensuring maximum adoption of the Betterview platform.
  • Work with supervisor in advising and implementing reporting and quality needs for their book of customers.
  • Identifying and documenting what workflows and platform design features need to be improved and relaying the information to their supervisor.
  • Maintaining KPIs for the organization and manage to them.
  • Maintaining the overall health of their book of customers and are ensuring that customers are leveraging the platform as much as possible to suit their individual needs. This process should be metric driven including, implementation status, adoption status, renewal status, and expansion opportunities.
  • Working with Director of Value Consulting as needed to establish and optimize workflow with customers.
  • Working across departments – including a special relationship with Sales – to create improvements,solve issues, and identify new sales opportunities
  • Making sure customers get regular touch points.
  • Roughly 10-20% travel expected post-COVID.

WHAT YOU WILL BRING TO OUR COMPANY

  • 5+ years of experience in customer-facing customer success, account management or strategic consulting. SaaS experience a benefit.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Strong interpersonal skills and experience building strong internal and external relationships.
  • Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Desire to add value in a fast-paced start-up environment.
  • Detailed knowledge of Salesforce is a plus.
  • Bachelor’s Degree.

The successful candidate:

  • Has a “no job too small” attitude.
  • Is highly organized and self-motivated.
  • Is not simply looking for a role to be comfortable in.
  • Is excited at the prospect of a developing and evolving role.
  • Has a strong attention to detail.
  • Has strong interpersonal skills and good communication.
  • Be proactive in driving business value for customers.

WHAT WE PROVIDE

  • Compensation commensurate with experience.
  • Generous health benefits – medical, dental and vision.
    • Medical offerings include PPO, HMO, and HDHP options through Kaiser and Blue Shield.
    • Betterview covers 75% of the sponsored medical plan employee premium, 60% of dependents.
    • For dental and vision, Betterview covers 75% of the employee premium, 50% of dependents.
  • 401(k) Retirement Plan.
    • Betterview matches 100% of employee contributions up to the first 3% of pay, then 50% of employee contributions on the next 2% of pay.
  • FSA and HSA.
  • 10 paid holidays.
  • Full-time employees receive 160 hours per year of paid time off; part-time employees accrue PTO on a pro-rated basis.
  • Charity contribution match, up to $100.
  • Cell phone reimbursement.
  • Professional development reimbursement.
  • Commuter benefits.

COVID Vaccine is required as a condition of employment with Betterview. Reasonable accommodations will be considered.

Betterview provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, Betterview complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Betterview will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Betterview will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the guidelines applicable in your area.

Betterview expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Betterview employees to perform their job duties may result in discipline up to and including discharge.

If you have a disability or special need that requires accommodation to complete this application, please let us know by contacting HR(at)Betterview(dot)com.