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Strategic Customer Success Manager (Assure)
Austin, Texas

Qualia is a digital real estate closing technology company that provides the infrastructure to streamline the home closing experience. The company offers a suite of products that brings together homebuyers and sellers, lenders, title & escrow agents and real estate agents onto one secure shared platform. Qualia was founded in 2015 by Forbes 30 Under 30 Award recipients Nate Baker, Joel Gottsegen and Lucas Hansen. The company is backed by top investors including 8VC, Bienville Capital, Menlo Ventures and Tiger Global and currently processes 20% of all US real estate transactions. Qualia was also named by CB Insights and Fast Company in their "50 Future Unicorns" spotlight for 2020.

WHAT YOU'LL WORK ON

As a Strategic Customer Success Manager, you will be responsible for developing, nurturing and expanding our partnerships with the title insurance underwriters. These partners are crucial for both the Product and Sales teams at Qualia, and we have an opportunity to proactively develop our relationships with them to support their goals and grow Qualia's agency base.

RESPONSIBILITIES

  • Develop customer accounts into high-value customers who are strong advocates and promoters of the software
  • Quarterback complex implementations to get customers up and running successfully and within defined timelines
  • Become a Qualia software expert to help customers configure and use systems correctly based on their company structure and needs
  • Become an expert in customer operations and workflows to provide feedback to Product and assist with sales
  • Achieve high retention rates by ensuring customers are achieving a strong ROI from the product
  • Drive revenue growth by identifying expansion and upsell opportunities over time
  • Help design processes, structures, and tools to effectively scale account management and onboarding best practices
  • Form strong partnerships with internal teams across Business Development, Product, Marketing, Finance, and Legal
  • Closely collaborate with the Product team to maintain accountability on system enhancements and improve the experience for customers
  • Coordinate with Marketing on developing co-branded materials and other initiatives to raise awareness and drive demand

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • 5+ years experience as a Customer Success Manager, Account Director, Account Manager, or Key Account Manager preferred, or strategic/enterprise SaaS sales experience
  • Experience working with complex enterprise software for large accounts
  • Ability to drive revenue from strategic accounts through a consultative, relationship-driven sales approach
  • Good listener who can understand customer needs and communicate product value propositions externally
  • Effective at working with Product and Engineering teams to triage customer feedback, understand their needs, and communicate clearly internally
  • Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently exceeding goals
  • Strong team player but still a self-starter
  • Demonstrable work with and influence of key stakeholders at all levels of an organization, including executive and C-level
  • A professional presence that allows you to build relationships with key contacts at each partner and become a trusted advisor
  • Excellent written and verbal communication skills
  • Proven ability to juggle multiple accounts at a time, while maintaining attention to detail and managing day-to-day issues
  • Ability to get into the weeds and solve problems independently
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Experience in the title insurance industry, with knowledge of title insurance underwriter operations being a bonus
  • Experience with CRM software (e.g. Salesforce, Zoho, or HubSpot) and productivity software (Microsoft Office or Google G-Suite)

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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