Client Engagement Consultant (CEC)

Storable; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Client Engagement Consultant to enhance customer satisfaction and retention. This role involves analyzing customer data, collaborating with cross-functional teams, and implementing strategies to improve the customer experience. The ideal candidate will possess exceptional communication and problem-solving skills, along with a strong background in customer service or account management. Join a dynamic team dedicated to redefining property management and empowering clients in the self-storage industry. If you're passionate about customer engagement and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Generous health coverage

401(k) match

Flexible vacation policy

Volunteer Time Off

Mental well-being resources

Fully-paid parental leave

Pawternity Leave

Home data stipend

Financial expert access

Direct Student Loan Payment Program

Qualifications

• Proven track record in delivering exceptional customer service.
• Experience in account management or similar roles.

Responsibilities

• Implement strategies to reduce customer churn and increase retention rates.
• Analyze customer data to identify churn indicators and process improvements.

Skills

Customer Service

Communication Skills

Problem-Solving

Time Management

Active Listening

Education

Experience in customer service or account management

Tools

Salesforce

Zendesk

Google Apps

Microsoft Office

Job description

Storable is looking for a Client Engagement Consultant (CEC) to help further grow and serve our customer base. The ideal candidate will have a proven track record in delivering exceptional customer service, resolving inquiries efficiently, and maintaining customer satisfaction. Excellent communication skills, problem-solving abilities, and a customer-centric approach are essential for success in this role. When connecting with storage facility operators, this person will need to shift seamlessly between identifying where we can deliver additional value while qualifying potential net-new opportunities.

What You Will Do

• Implement strategies to reduce customer churn and increase retention rates.
• Analyze customer data and feedback to identify potential churn indicators, including reviewing past cases, support issues, and sales interactions.
• Collaborate with cross-functional teams, including Sales, Billing, Support, Client Success, Insurance, and Payments, to implement retention initiatives, escalation resolutions and improve the customer experience.
• Collect and analyze customer data to identify process improvements, mitigations strategies, and dispositions of every customer.
• Maintain thorough knowledge of existing customers' business, the self-storage market & its competitors.
• Offer support to customers based on a firm understanding of what problems operators may be facing in their day-to-day operations while also educating customers on a variety of solutions in a consultative, informative way.
• Execute developed strategies for rate increases on an annual basis, including escalation calls, targeted value-based discussions, and regular reporting to management and stakeholders.
• Handle all Sparefoot and DMS Sales discussions and other like products with potential operators.
• Provide a seamless transition for customer’s when adding additional facilities, price switches & retention of products, and maintaining customers during facility transfer of ownership.
• Identify opportunities to expand the customer's current suite of products through active listening and understanding their current business needs by being consultative with our software solutions.
• Effectively communicate with the sales team to identify opportunities for revenue growth based on feedback collected from customers.
• Identify and implement improved (existing) processes as well as develop and implement (new) efficient processes with the support of key stakeholders.

What You Will Need

• Experience working in customer service, account management, or in a similar role that is responsible for keeping tabs on several moving pieces at the same time, whether for a short or long cycle.
• Exceptional communication, whether written, verbal, or in person, as well as superior organization and time management skills.
• The ability and foresight to consolidate and simplify daily tasks to scale systems and processes across larger groups.
• Working knowledge of Salesforce and Zendesk (or similar tools), Google Apps, and Microsoft Office.
• Aptitude for active listening while simultaneously considering what recommendations could be made for process improvement, whether within Storable or while speaking with customers.
• Self-motivation to search for best practices in unstructured environments.
• Comfortability navigating ambiguity by trusting yourself to make quick decisions.
• Experience in a fast-paced startup environment or comparable work experience where capturing information accurately and calmly is a necessity.

Bonus Points

• Experience or knowledge of the self-storage industry.
• Basic Spanish speaking capabilities.

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: REMOTE

About Us

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com.

At the heart of Storable is our “Do More Be More” culture, which reflects our dual commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve more than ever before.

Benefits And Perks

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus a HRA to help offset your deductible.
• Instant-access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops.
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
• $250 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.