Customer Relations Manager

SUMMARY: GROUNDFLOOR is looking for a problem solver who thrives in a fast paced, ever changing environment. If you’re a people person who can think outside the box and go the extra mile, join our rockstar Customer Success team!

GROUNDFLOOR is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!

THIS JOB MIGHT BE FOR YOU IF:

• You enjoy solving complex problems for customers and finding creative solutions.
• You’re a problem solver who likes to think on your feet and enjoys a challenge.
• You thrive in a fast-paced environment where constant change is the norm.
• You go above and beyond because you want to, not because you have to.
• You consider yourself a ‘people-person’, because you love helping and connecting with people.
• You believe the details are important and actively listen for them.
• You are authentic, accountable, and persistent.
• You enjoy building and suggesting improvements to the team that positively impacts the customer experience.
• You are humble enough to ask questions and have a drive towards learning new things.
• You have a sense of humor and a good attitude while maintaining a good work ethic.

A DAY IN THE LIFE:

• Build strong and lasting relationships with our customers, supporting them through white-glove service
• Demonstrate your unique problem-solving abilities, provide solutions that exceed customers expectations
• Articulate complex processes clearly via verbal and written communication that are digestible for a wide array of experienced audiences
• Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat)
• Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
• Time management skills to manage inbound volume, while also maintaining a calendar of appointments
• Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy.
• Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase customer engagement and retention
• Adaptable to a change based upon the business need
• Ownership of client inquiries from start to finish and expertise to de-escalate when appropriate
• Manage a book of business with high net worth clients, providing white glove service and engaging in suitability discussions on client investments
• Seeks out creative ways to add value to the client experience and build on a book of business
• Proactively provide suggestions to improve the customer experience and retention
• Professional in communication to customers and colleagues
• Contribute to a fun and inspiring work environment
• Collaborates effective cross departmentally, builds lasting relationships with colleagues, and has an ability to effectively communicate feedback and suggestions to other business groups

Requirements

YOUR EXPERIENCE + A FEW NICE TO HAVES:

• Recent College graduate BA/BS degree 3-4 years experience or 5+ years recent experience in a Relationship Manager, Relations Manager, or Account Executive type role 
• Experience with CRM systems (i.e.Hubspot, Intercom & Dialpad) is a bonus.
• Experience in real estate and/or investing is a bonus, but not required.
• Bilingual (English / Spanish) is a bonus, but not required.
• Note: You’re highly encouraged to read and learn from our own content and other relevant sources (i.e. GROUNDFLOOR Blog)

SCHEDULE:

• M-F: 7-4p EST or 8-5p EST

Benefits

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and extensive benefits package including paid time off, medical, dental, and vision benefits, potential equity for strong candidates, and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

Groundfloor is an equal opportunity employer and all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.