Company Description
About Contractor Commerce
Contractor Commerce™ launched in 2018 to provide plug-and-play online stores for heating & air conditioning contractors. Today, Contractor Commerce™ is helping hundreds of contractors implement easy-to-install online stores directly on their company websites so they can increase sales, decrease operational costs, and improve customer loyalty. www.contractorcommerce.com.
About HVAC Technologies
HVAC Technologies, the parent company of Contractor Commerce, launched in 2006 to offer heating & air conditioning parts and supplies to online consumers through its direct-to-consumer subsidiary Same Day Supply. The company mission is “To transform the way people purchase products that improve their comfort, health, and happiness, while we transform the lives of orphans and widows around the world.” Same Day Supply offers a broad range of products across its own websites as well as marketplaces like Amazon and Walmart.
Role & Responsibilities:
This is a full-time remote Customer Success Manager role. The CSM will be responsible for ensuring customer satisfaction, managing the account post-sale, and retaining customers through proving the continuous ROI from our software. This is a high-volume role, so the ability to deliver innovative approaches to scaled outreach will be imperative for the successful candidate.
- Manage the post-sale customer relationship, from Onboarding to Upgrades to Renewal
- Facilitate Onboarding meetings and ensure customer has a successful launch in a timely manner
- Strategize with the customer to ensure they are getting the most ROI out of their products
- Be the voice of reason for your customer making recommendations on how to approach marketing
- Assist the customer with implementing change management within their organization to promote usage of Contractor Commerce
- Proactively identify upsell opportunities within your book of business
- Facilitate Business Reviews to prove continual ROI to your customers
- Proactively identify Churn risks to drive retention
- Become a product expert. You know our product in and out and are the Subject Matter Expert for all things Contractor Commerce
What you bring to the table:
- Customer Success experience: Extensive experience working in customer success, account management, or a strategic consulting role. It's a bonus if you have experience in B2B SaaS, in Home Services, or both.
- Proven track-record delivering impact across a large book of business: Proven results reducing churn, driving account expansion, and increasing product adoption.
- A passion for customers: You love talking to and helping customers all day, every day. You're empathetic and seek to do what’s best for your customers while keeping the company's best interests at the forefront.
- Strong communicator: Excellent and concise communication skills both internally with other departments and externally with our customers. You aren’t scared to jump on a call and present to a team of 10 or more and convey a message clearly. You take charge.
- Excellent problem solver: This is a startup environment where you will be expected to learn and put it into practice quickly. You have an ability to identify issues and create solutions on the fly. You know which departments to loop in and when.
- Ambitious with a learners mindset: You have a natural curiosity to understand how things work. You are consistently looking to learn, sharpen your skills, and grow alongside an exciting startup as we scale our customer operations functions.
- An amazing attitude: You understand that we are in a fast paced startup environment where there isn’t always a process set in place. You love that challenge and want to help build daily.
- The pay range is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This role has a variable bonus along with a commission structure. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, flexible paid time off and company-paid holidays.