Customer Success Specialist

Location: Atlanta or Remote, GA

Department: Customer Experience

Type: Full Time

Min. Experience: Mid Level

About Us

Tourbuzz is a leader in the Real Estate Marketing space, focused on capturing, modification, and presentation of media assets online. We are now serving 2M+ unique visitors a month.

Our vision is to give every piece of real estate an online presence in a beautiful, useful, realistic, and emotionally engaging way. We empower those looking to buy or rent real estate to truly understand a property’s appropriateness for their needs while driving excitement about the property. We operate at the intersection of technology and design, delivering the future of real estate marketing today while elevating the brands of the photographers and real estate professionals that depend on our platform.

We measure ourself on being the leading industry innovator in visually presenting real estate online. We're bootstrapped, profitable, growing fast, and debt-free. We are known for our superior customer service, our relationships with our customers, and not shying away from hard problems.

Our goal is to create a valuable, productive, and satisfying experience for our customers where each interaction is delightful. We gather customer insights voraciously, synthesize them through a product-first lens, and provide the company with a compelling and comprehensive voice-of-customer to drive product excellence. We invest in the success of our customers’ businesses and do everything we can to help them reap value from our product. We help and support each other at all times and are deeply invested in the success of our team. We learn from each other, and push each other to get better.

We believe that delivering value outweighs how many hours you work or where you work. In our eyes, the best performance and highest engagement comes from focusing on employee growth and development. We provide a flexible work schedule, generous vacation, opportunities for professional growth, personal development and a relaxed work environment.

About You

You are motivated more by innovating and operationalizing how we pursue Customer Success to build relationships and communicate value than by treating a customer engagement as just another box to be checked. You are driven more by influencing business and product decisions with data and insights you’ve discovered than by submitting customer complaints verbatim with little thought to what will truly make the best product. You are more passionate about discovering and providing what a customer needs to be truly successful than telling them what they want to hear to keep them happy in the short term.   

You relish the opportunity to work with a product team, engineers, customer success and customers to ensure a surprisingly awesome customer experience. You ask a lot of questions and love spirited yet professional debate, knowing it improves outcomes. You are comfortable navigating uncharted waters within the company. You are motivated by creating your own path to delivering value and taking full advantage of personal empowerment. You understand how to balance scope of work with execution, and believe that continuous improvement is a way of life.

In addition to having best-in-class customer service skills, we’d love to find a person who has a passion for photography, teaching or education experience, a love for data collection and analysis, or who has spent time contributing to collaborative cross functional initiatives.

How we measure success

Within your first 12 months, we will measure your success based on your contributions to the company, and your team:

  1. You have executed proactive engagements with 60 customers
  2. You have hosted 3 webinars for customers intended to drive product knowledge, feature adoption, or customer business success
  3. You have documented insights related to Tourbuzz Enterprise Suite features from 90% of larger customers you proactively contacted
  4. You have documented insights related to pricing from 75% of customers you proactively contacted
  5. You have documented insights related to Tourbuzz’s property listing designs from 75% of customers you proactively contacted
  6. You have increased efficiency and consistency of Customer Success key processes through a focus on operationalizing
  7. You have participated in 20 one-on-one reactive support coaching sessions with the Customer Experience Coordinator

What successful execution of Customer Success can lead to here at Tourbuzz

Successful execution of the Customer Success role will put you in a strong position to transition into the Customer Experience Coordinator role, where you can use your knowledge and experience to help push the Customer Experience Group team member to even greater impact and coach your team to level up.

Or, exceptional performance may set you up to transition into Account Management at Tourbuzz, where you could leverage your interpersonal skills and knowledge of our product, customers, and industry to help build and maintain strong relationships with our most important customers.

If you’re more interested in helping expand Tourbuzz’s customer base, exceptional performance can position you to take a sales role, where you can apply what you’ve learned from working with successful existing customers to help introduce Tourbuzz to those who will find value in our product.

To be successful

We are a highly collaborative and cross-functional organization. As you pursue your objectives and Tourbuzz’s goals, you will be working closely with  

Jennifer Delgardio - Office Manager / Reactive Support: As a fellow Customer Experience Group team member, Jennifer will work alongside you providing exceptional customer support and working to achieve your team’s goals

Nicole Lay - Customer Success (Onboarding) / Reactive Support: As a fellow Customer Experience Group team member, Nicole will work alongside you providing exceptional customer support and working to achieve your team’s goals

Matt Morris - Communications / Reactive Support: As a fellow Customer Experience Group team member, Matt will work alongside you providing exceptional customer support and working to achieve your team’s goals

TJ Baker - CXG Coordinator / Reactive Support: As a fellow Customer Experience Group team member, TJ will work alongside you providing exceptional customer support and working to achieve your team’s goals. As CXG Coordinator, TJ will work with you to execute CXG initiatives and help increase CXG's impact.

Alastair Steward - People Ops: As the former Customer Experience Group Manager, Alastair will work with you to set the level of excellence of the Customer Experience Group at Tourbuzz. As your Functional Manager, he will help provide the resources, guidance, and alignment you need to be successful in your role, as well as offer support to facilitate your engagement and satisfaction at Tourbuzz

Paris Holley - Sales: Paris will work with you to optimize the relationship between sales and Customer Success

Andrew Young - Product Manager / Director of Business Transformation: Andrew will work with you to level up the application of customer insights at Tourbuzz

Hillary Prager - Junior Product Manager: As a former Customer Experience Group team member and current Tourbuzz Enterprise Product Manager, Hillary will work with you to optimize the insight process to bring more value to the Tourbuzz Enterprise Product

Alan Pinstein - Director of Product / CEO: Alan will work with you to discover and communicate valuable customer insights necessary for making product decisions

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