Customer Success Lead bei Latham Pool Products, Inc
Latham Pool Products, Inc · Latham, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Latham
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