Client Engagement Consultant (CEC)

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Requirements:

• Experience working in customer service, account management, or a similar role.
• Exceptional written, verbal, and interpersonal communication skills.
• Superior organization and time management skills.
• Ability to consolidate and simplify daily tasks for scalability.
• Working knowledge of Salesforce, Zendesk, Google Apps, and Microsoft Office.
• Aptitude for active listening and recommending process improvements.
• Self-motivated to seek best practices in unstructured environments.
• Comfort navigating ambiguity and making quick decisions.
• Experience in a fast-paced startup environment or similar.

Responsibilities:

• Implement strategies to reduce customer churn and increase retention rates.
• Analyze customer data and feedback to identify potential churn indicators.
• Collaborate with cross-functional teams to implement retention initiatives and improve customer experience.
• Collect and analyze customer data to identify process improvements.
• Maintain thorough knowledge of existing customers' business and the self-storage market.
• Support customers based on an understanding of their daily operations and educate them about solutions.
• Execute strategies for annual rate increases and manage sales discussions.
• Provide seamless transition for adding facilities and maintain customers during facility ownership transfers.
• Identify opportunities to expand products based on customers' business needs.
• Communicate with sales team to identify revenue growth opportunities.
• Implement improved and new efficient processes with stakeholder support.