Description

Make a SPLASH with Latham Pool Products!

• A culture of integrity, collaboration, and respect.
• Comprehensive benefits for you and your family.
• Opportunities for growth, mentorship, and skill development.

• Position is focused on four key areas, Customer onboarding, Customer Success and Retention, Improving Customer Experience, Inside sales activities.
• ​Collaborate with the sales team and marketing to successfully onboard and nurture new and existing customer relationships.
• ​Be the subject matter expert and responsibly work with Latham builders and help them nurture, build relationships with consumers to convert leads.
• ​Actively work and collaborate with customers to monitor, report and close leads.
• ​Collaborate with marketing to drive customer participation in various Latham programs.
• ​Support the new Builder onboarding process and beyond.
• ​Upsell and identify new opportunities for Latham products within the customer’s market.
• ​Resolves, escalates, and manages resolution of customer requests.
• ​Works closely with customer support to provide recommendations to enhance the customer experience.
• ​Assess customer needs and regularly prepare customer reviews to set objectives and identify shortfalls in the customer experience seeking opportunity to continually improve.
• ​Stay current on all aspects of Latham product and brands (sub brands).
• ​Work with Community manager and builders to support improvement in NPS reviews.
• ​Proactively contact customers via phone/email/live chat to solicit feedback and provide information on upcoming Latham promotions or new product lines.
• ​Manage and provide timely responses to the Latham website customer experience contact communications and inquiries.
• ​Collaborate with community manager on questions from builders in Latham Pool Pro.
• ​General customer account maintenance and updating of Latham documents and FAQs.
• ​Other duties as assigned by management.

• Bachelor’s degree in marketing, communications, or equivalent Latham brand experience.
• ​Extensive knowledge of Latham Products.
• ​Willingness to learn and keep up today on all product offerings and campaigns across all brands.
• ​Minimum five years of experience in support, sales, and business development.
• ​Five years of Pool Industry experience and knowledge of the competitive environment within the industry.
• ​Analytical skills desirable, this position will have appropriate metrics and KPI’s for communications associated with lead closure and customer success.
• ​Strong Math skills.
• ​Computer skills: Microsoft Office, HubSpot, Oracle Service cloud, Mitel & Zoom.
• ​Exceptional interpersonal, written, and verbal communications skills.
• ​Experience and ability to pivot between both B2C and B2B is required.
• ​The position is based in the Latham corporate office with opportunity for a Hybrid role.
• ​Physical abilities – lifting, standing, and bending for four hours at a time.
• ​Travel occasional to key events such as trade shows approximately ten percent of the time, local and multi-state some overnights may be required.
• ​Availability may include overtime and some weekend requirements.

• Medical, dental, and vision insurance
• HSA and FSA plans available
• 401(K) with 50% company match up to 6%
• Paid Time Off – 3 to 5 weeks per year with weekly accruals starting day one
• Holidays - 11 Paid, eligible on day one
• Life/ADD Insurance and Short/Long Term Disability insurance with buy up options