GuildQuality – Member Success Manager, Remote (US)
Apply Here Job Description :
Member Success Manager (MSM), GuildQuality – REMOTE, US
At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here:
https://careers.evercommerce.com/us/en
We are looking for a Member Success Manager to focus on our GuildQuality brand. GuildQuality helps the best homebuilders, remodelers, and contractors in North America generate leads and deliver an exceptional customer experience. Our members represent the “best of the best” in the residential real estate and construction industry.
You are customer service oriented through-and-through, driven by your love of helping your customers and your team succeed. You move fast while also being detail and solution-oriented, and never lose sight of delivering a unique and remarkable experience to our clients (whom we call members).
The Member Success Manager will be responsible for caring for and supporting our members (specifically, the owners and their teams). Member relationships will be created and maintained via email communications, inbound/outbound telephone calls, and new member training sessions. Possibility for some light travel.
Responsibilities:
- Proactive outreach to your portfolio of members by phone and email impeccable prose is required
- Lead web conference training sessions for members
- Schedule and lead check-in meetings for existing members needing ongoing training
- Identify opportunities to increase revenue with existing members
- Suggest ways to improve our MX processes (and implement them!)
- Collaborate with sales, our member communication team, production and other functions, ensuring cohesive communications to our members
- Meet team goals & OKRs
- Commitment to providing “wow” service experiences, building on (and improving upon) our very high recommendation rate
- Superb telephone etiquette
- Eloquent prose skills
- Proficiency with MS Outlook, Word and Excel
- Experience with Salesforce is required
- Web-savvy, comfortable with social media tools and all things web-related
- Outstanding organizational skills, with strong follow-through on tasks
- High energy, positive attitude
- A serious interest in learning, and sharing those learnings with others for the betterment of the organization
- Experience working with clients around annual renewal of their agreements is a plus
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. Benefits and Perks:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development through Udemy
- Robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
- Student Loan Repayment Program
