Client Success Specialist, Dedicated Account

About PlanOmatic:

PlanOmatic provides quality photography, floor plans and 3D to the Single-Family Rental industry with speed and at scale, nationwide. With a network of photographers across the US, PlanOmatic serves property management companies and single-family rental owners/operators. As a client-centric company, PlanOmatic offers integrations and business intelligence for its partners to streamline their operations and marketing workflow. With a mission to show 1 million people their home for the first time, PlanOmatic continuously improves its solutions to lead innovation in the real estate industry.

• Inc. 5000 honoree for fastest-growing privately held companies in the U.S in 2015, 2016, 2017 and 2018.
• Denver Business Journal Small Business employees) Award Winner in 2016.
• Colorado Companies to Watch honoree in 2018.
• HousingWire Tech100 Real Estate honoree in 2020.

PlanOmatic's culture is centered around creating a safe and supportive environment at work. We continuously provide and invest in platforms for employee-led initiatives focused on Health & Wellness, Diversity & Inclusion, Sustainability, and Philanthropy to encourage our team to continue to grow personally and professionally.

We are a place where BIPOC, women, members of the LGBTQ+ community, and other marginalized groups are celebrated. We are proud of the inclusive working space we have created for all of our staff. Our company will always be committed to fostering an environment of diversity, equity, inclusion, and belonging.

About the Position:

PlanOmatic is looking for a Client Success Specialist to join our Client Success team, focused exclusively on supporting our largest enterprise account. This role will work with our Enterprise Client Success Manager and ensure that our largest client is receiving consistent, high-quality support that strengthens relationships and drives retention. Unlike Client Support Specialists, who manage the ticketing pipeline, this role is dedicated to relationship-focused, proactive client success and special project management.

The ideal candidate is detail-oriented, highly organized, and committed to delivering exceptional client experience while also providing strong support and partnership to our internal team.

This is a remote opportunity - available only in the Philippines.

Reports to: Client Success Manager

Schedule: Monday - Friday, 8am - 5pm MST (USA)

Role Structure: This is a remote opportunity - available only in the Philippines.

• Client Success - Manage daily communications for our largest client, responding quickly to requests, questions, and needs. Maintain a proactive approach when it comes to Client Success, communicating often and clearly when there are opportunities to address and improve this client's experience. Work directly with our largest client, acting as a point person for tactical account support. Partner with our Client Success Manager to execute account strategy and meet account performance objectives.
• Client Meetings - Participate in client facing meetings with our Client Success Manager,
• Account Health & Performance - Review and keep a close eye on account data and performance. Regularly review account performance metrics (turn time, etc.) to ensure smooth management of the day-to-day client order experience. You'll communicate directly with the client regarding account health while also receiving direction from the client directly. Create and modify account specific reports that highlight health and performance of the client.
• Client Standards & Expectations - Act as a subject matter expert on this client's standards and guidelines, ensuring that we are meeting the expectations they have outlined.
• Quality Assurance - Act as the internal QA resource for our largest client, identifying order issues and spearheading the corrections that need to be made in a timely manner, per the client specifications. Work directly with our post production team and Zillow to ensure seamless order delivery.
• Client Support - Work closely with our Client Support and Operations teams to drive corrective actions for our enterprise clients (ex - a client's turnaround time is higher than it should be). Provide proactive account support across multiple enterprise clients, ensuring consistent communication and service delivery. Coordinate internally with support, operations, and product teams to ensure enterprise client needs are addressed.
• CRM Utilization - Utilize HubSpot to manage client interactions and track updates.
• Client Centricity - You'll be a client advocate, focused on capturing client feedback and communicating requests to all relevant cross-departmental stakeholders. You'll regularly observe and understand how our clients are using PlanOmatic, identifying areas of improvement and communicating feedback to teams internally. You are the voice of the client.
• Special Projects - As a member of our Client Success team, you may be asked to jump into special projects that come across our plate.
• Innovation & Workflow Automation - The concept of making processes more streamlined is something you're used to. If you see that something can improve, you advocate for it.

• Fluency in English, both verbal and written.
• Ability to consistently work in the Mountain Standard Time Zone (USA) - hours are 8am - 5pm.
• Consistent access to high speed internet and reliable equipment (laptop with a working camera and audio).
• 2+ years of client-facing or account support experience (Enterprise SaaS or services industry preferred).
• Strong problem solving and communication skills.
• Strong sense of urgency and proactivity.
• Prior experience working in a client facing role.
• Ability to multitask and manage priorities in a fast-paced environment.
• Detail-oriented with a proactive approach to client support.
• Familiarity utilizing project management platforms (ClickUp, Asana, , etc) is a plus.

Interview Process

• 30-minute call with Head of People
• Take Home Exercise
• 1-hour interview with Client Support Manager and Head of People
• 30-minute interview with Director of Client Success & Operations

PlanOmatic's Benefits | Our company wouldn't be what we are without our people. We pledge to continuously believe in our people and invest in our talent. This starts with our unique and supportive company culture, competitive compensation, and is continued with our other benefits:

• A culture that supports and celebrates a healthy work life balance for everyone
• 6 sick days per year
• 20 days of PTO annually
• Celebrate and be celebrated with PlanOmatic peers through our Bonusly rewards program
• PlanOmatic complies with all local and national laws and regulations in the Philippines, ensuring fair employment practices and statutory benefits for all employees.