Customer Success Lead

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. 
 

Bring your experience and be empowered to innovate.  

As a Customer Success Lead on the Technology team, a typical day for you will include: 

• Acting as the primary liaison and technical representative for the assigned Neighborly brand(s). 

• Assessing the need for software feature enhancements and assisting with testing and/or documentation of new products or enhancements.

• Helping support the brands by providing educational and training materials on best practices for all software features and enhancements. 

• Acting as a brand partner while providing thought leadership in enabling the business strategy through software utilization. 

• Supporting all internal and external customers with product training, knowledge, and expertise. 

• Attending and/or conducting regular training webinars based on business demand. 

• May be required to host orientation and/or training sessions for new franchisees and or franchise business coaches. 

• Professionally interacting with others and being a trusted go-to person. 

• Successfully communicate and work with brand presidents, officers, external contacts, and internal departments to perform responsibilities. 

• Actively communicate with brands and vendors to build and maintain strong strategic relationships within the scope of work. 

• Acting as the lead in all efforts to onboard new and existing brands to the Neighborly platforms.

Bring your skills and be inspired to achieve success. 

Experience:  

• 5+ years related industry experience in customer facing support roles 

• 1+ years in project management  

• 1+ years in business or data performance analytics  

• 2+ years of business development and partnership management 

• Strong knowledge and experience in underlying systems, tools, and processes necessary to understand and manage total cost of delivery for complex projects.  

• Experience and proven ability to lead in a multiple outsourcer environment in order to obtain best-in-class service delivery. 

• Experience and proven ability to communicate (verbally and written) effectively with business and IT stakeholders and senior leadership. 

Education: 

• Bachelor’s degree or equivalent experience 

Skills: 

• Self-starter, self-motivated, and solution-oriented to thrive in a fast-paced, quick thinking work environment. 

• An energetic, hands-on, enthusiastic, results-oriented leader.  

• Strong de-escalation and problem-solving skills. 

Schedule / in-office requirements: 

• Monday - Friday, standard business hours in our Waco office.

Bring your goals and be enabled to reach them:

• Competitive Pay: Commensurate with experience 

• Benefits: Check out our benefits offerings here: Neighborly Benefits (flimp.live) 

• Financial Benefits: Equity and bonus opportunities 

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self. 

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