DescriptionNamed one of the most innovative companies by HousingWire Tech100 for the past three years, WHITEBOARD Software is a fast-growing provider of CRM software specifically created for the mortgage industry.
Based out of Oklahoma City, OK, our clients include many of the top loan originators nationwide. At WHITEBOARD Software, our industry impact comes from helping our customers be successful—every day. Our mortgage-specific CRM helps loan originators close more loans, create better relationships, and increase referrals by automatically staying in touch with contacts,clients, and partners.
We are looking for additional team members who will provide new customers with a single point of contact for on-boarding, training, and service during the first phase of their customer journey.You must be able to identify and understand their company and product goals and help the user meet those goals. Each customer has different needs and uses for our product, so it’s up to the Customer Success Coach to thoroughly understand each customer and to be their champion throughout their customer journey, especially the first 60 days. You must be anexcellent communicator both verbally and in writing as well as highly organized with a developed sense of integrity, attention to detail, and commitment to client satisfaction. If this sounds like you, we'd love to meet you! If you'd like to check out theproduct see: www.whiteboardmortgage.com
This position reports to the VP, Sales & Customer Success and is a full-time, 8 am to 5 pm position.
No recruiters, please.
Primary Responsibilities
Collaborate with new Whiteboard users to identify their organizational and individual goals and milestones to find success with a new CRM
Work closely with sales professionals to ensure a smooth and effective transition to implementation
Drive early user engagement and adoption with Whiteboard
Help customers learn how to create custom content and communication campaigns within Whiteboard
Identify, negotiate, and perform paid Professional Services work where a customer needs go beyond the traditional services included with a Whiteboard subscription
Drive share-of-wallet growth by cultivating relationships with existing Whiteboard customers
Demonstrate and consult on the values of Whiteboard’s unique platform to key stakeholders and staff members at customer organizations
Enable the Customer Support team in long-term customer care by handing off well-trained, self-sufficient customers who have already found early successes during on-boarding
Clearly, annotate customer accounts to provide internal stakeholders with key information regarding the status of assigned customers
Give and gracefully receive constructive feedback from leadership and peers
Requirements
3 years’ experience in consulting, supporting or selling technical products. Software experience is preferred
Mortgage and Real Estate industry knowledge and experience is a plus
Enthusiastic and creative team member with the ability to inspire others
Excellent verbal and written communication skills
A general understanding of relational databases to directly access customer databases for troubleshooting purposes
Experience conducting 1-to-1 and 1-to-many webinar training and demonstrations
Must be able to address customer concerns and objections in an agile and informed way. You will be consulting; not reading from a script
Strong empathy for our customers and passion for customer retention and growth
Ability to manage influence through persuasion, negotiation, and consensus-building
A desire to help build a business and share in its success