B2C Customer Success & Sales Specialist

Covercy has built a Banking & Investor Management platform that helps commercial real estate firms streamline distributions, strengthen investor relations, and centralize control over their tens of bank accounts. It is the only vertically integrated platform that provides a unified solution to both above areas, with proprietary software that reduces manual processes and improves efficiencies for underserved commercial real estate investors. Covercy has processed $2.2B in total payments to date and continues to expand offerings to clients in this highly underserved market. Total subscribers on the platform have increased by over 200% since the beginning of 2023.

The position:

We seek a B2C Customer Success & Sales Specialist to ensure top-notch customer satisfaction and drive sales growth. You'll lead onboarding, advocate for customers, handle compliance, and collaborate internally. Additionally, you'll engage with consumers, provide personalized assistance, close sales, and maintain CRM records. This role offers a chance to make a big impact on both customer satisfaction and sales growth.

• Full-time, entry-level position
• Monday-Friday

Customer Success Management (CSM) Responsibilities (50%):

• Lead Onboarding Process:
• Spearheaded the onboarding process for new customers, facilitating a smooth transition onto our platform and services.
• Customer Advocacy:
• Serve as the primary advocate for customers, representing their interests within the company and ensuring prompt and effective resolution of their needs.
• Compliance Oversight:
• Take ownership of compliance matters, overseeing the review of customer documentation to ensure adherence to company policies and regulatory requirements.
• Customer Support:
• Act as the main point of contact for customers, offering timely and knowledgeable assistance to address inquiries, issues, and concerns.
• Issue Resolution:
• Prioritize and manage open issues and tickets, collaborating with internal teams to ensure timely resolution and customer satisfaction.
• Process Improvement:
• Continuously evaluate and enhance processes to optimize the customer experience, identifying areas for improvement and implementing innovative solutions.
• Cross-Functional Collaboration:
• Collaborate with sales, product development, and compliance teams to advocate for customer interests and drive initiatives that enhance satisfaction and retention.

Sales Responsibilities (50%):

• Consumer Engagement:
• Engage directly with individual consumers via inbound calls, tickets, and chats, offering personalized assistance and guidance on product offerings.
• Sales Transactions:
• Close sales transactions with individual consumers, leveraging persuasive communication skills and product knowledge to drive conversions.
• Lead Follow-Up:
• Actively follow up with leads and prospects to nurture relationships and convert opportunities into sales, fostering long-term customer loyalty.
• CRM Management:
• Maintain accurate records of consumer interactions and sales activities in the CRM system, ensuring data integrity and effective pipeline management.

Requirements:

• Bachelor's degree in Business, Marketing, Communications, or related field preferred.
• Proven experience in customer service, sales, or account management roles.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to multitask and prioritize competing demands in a fast-paced environment.
• Technical aptitude and the ability to quickly learn and understand complex products/services.
• Experience using CRM software (e.g., Salesforce) and proficiency in Microsoft Office Suite.
• Goal-oriented mindset with a track record of meeting or exceeding sales targets.
• Flexibility to adapt to changing priorities and responsibilities.