Key Accounts Onboarding Specialist - BuildBook

About BuildBook:

Building or remodeling a home is often a stressful and painful experience – but it doesn’t have to be that way. BuildBook is on a mission to eliminate that stress and bring joy back to home improvement – for everyone involved.

BuildBook is the best construction management platform for home remodelers and builders. Our goal is to become the default choice for the over 550,000 small businesses focused on residential construction and remodeling. It’s a $540B dollar a year industry, and we plan to make a dent in it by creating the best product in the space. 

Builders love us because we give them simple, powerful tools to run their businesses and help them keep their clients happy. Homeowners love us because we give them a feeling of control and help make renovations and new home builds less stressful.

As an early member of the marketing team, your work is going to have a major impact on the future of the company and our customers. 

BuildBook is a remote-first startup with team members all across the US. We have a small, tight-knit team, a solid product that is gaining momentum daily, and big plans for the future. BuildBook operates as a strategic business unit within Housecall Pro, an industry-leading software provider for home services professionals.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

The Role:

As a Key Accounts Onboarding Specialist, you are responsible for the onboarding and long term success of all BuildBook customer accounts. You are an excellent communicator who is comfortable working cross functionally and taking on complex projects with a diverse set of stakeholders. You believe that great isn't good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects and interactions with our customers). Their success is your success. You use your experience to be a true consultant for small businesses in the residential construction space.

Our team is patient, empathetic, hard working, and above all else focused on improving the lives of our service professionals (our Pros). Our success is their success.

What you do each day:  

• Own relationship during initial onboarding phase for new accounts, this includes but is not limited to: account activation and transition, adoption and product utilization, relationship building, delivery of product and service value
• Effectively communicate client information, trends, and feedback across teams (product, engineering, and tech support)
• Develop, prepare, and nurture our Pros for advocacy
• Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience
• Manage details, timelines, and action to drive efficiency
• Improve Pro onboarding experience by leveraging qualitative and quantitative analysis
• Eloquently troubleshoot technical issues, have deep product knowledge, and like to think think outside the box for solutions

Qualifications: 

• Bachelor’s degree or equivalent experience preferred
• 2-4 years of full-time customer success, implementation or sales experience 
• Proven track record of experience exceeding customer success or sales metrics
• Experience as a consultant and developing relationships with new customers 
• Knowledge of and established relationships within a relevant industry is preferred
• Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties preferred
• CRM experience is a plus
• What will help you succeed in this role:
  • Self-starter with motivation, drive, and ability to work in a fast paced environment
  • Strong problem solving skills
  • Excellent written and verbal communication skills
  • Prompt attention to detail
  • Strong time management and organizational skills
  • Ability to work with cross-functional teams, internally and externally
  • Good pulse on customer needs 
    

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

The role : Key Accounts Onboarding Specialist

Our Customer Success team is extraordinary. Empathetic, hard working, and focused on partnering with our service professionals. Our success is their success. Our team of entrepreneurial, enthusiastic and client-focused team members are the "human face" of Housecall Pro, helping our service professionals to operate and to grow their businesses. 

As a Key Accounts Onboarding Specialist, you will be responsible for the onboarding and long term success of our enterprise customers’ accounts. You are a great communicator who is comfortable taking on complex projects with a diverse set of stakeholders. You believe that great isn't good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects. You will use your experience to be a true consultant for small businesses in the home services space.

What you’ll be doing / expectations:

• Own relationship during initial onboarding phase for new Key Accounts: Account activation and transition, increase adoption and product utilization, establish a trusted relationship, drive continued value of our products and services
• Handle long term support requests for training and coaching for all Key Accounts (post onboarding) 
• Ability to effectively communicate client information, trends and feedback across teams – sales, marketing, engineering, and tech support
• Develop, prepare, and nurture customers for advocacy
• Identify opportunities for expansion
• Prompt attention to details and timelines with the ability to leverage action
• Innovate on current processes and proactively seek ways to improve the Pro experience
• Improve customer opportunities by leveraging qualitative and quantitative analysis
• Develop processes that distinguish our brand by exceeding customer expectations in support delivery
• Troubleshoot technical issues, have deep product knowledge & ability to be creative and think outside the box for solutions

Qualifications

• Bachelor's degree preferred
• 2-4 years of full-time customer success, implementation or sales experience 
• Demonstrated experience exceeding customer success or sales metrics
• Experience in developing relationships with new customers and serving as a consultant

Preferred Qualifications:

• Bilingual preferred (English/Spanish)
• Knowledge of and established relationships within a relevant industry
• Proven success working with cross-functional teams and building strong relationships internally and externally
• Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties
• CRM experience
• Customer success experience is a plus
• Excellent written/verbal communication skills
• Strong problem solving skills
• Motivation, drive, and a self-starting attitude
• Ability to work in a fast paced, team environment
• Ability to understand customer needs and meet those needs with a successful product sale
• Good time management with strong organizational skills

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes BuildBook, construction management software for builders and remodelers, and CONQUER, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 25,000 businesses and have over 1,000 ambitious, mission-driven, genuinely fun-loving employees across the United States and all over the world. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment.  We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

Applicants must be currently authorized to work in the United States on a full-time basis.

Location Dependent Information

This role is open to candidates and the expected compensation range for this role is $26.65-$28.21/hour (includes base and potential performance bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in the company's equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. BuildBook is growing fast and we’re scaling our team to help enable and accelerate our growth.

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