Customer Success Specialist

GROUNDFLOOR - Atlanta, GA3.0

Full-timeEstimated: $64,000 - $89,000 a year
EducationSkills
We are currently seeking a Customer Success Specialist who is talented, smart, and energetic to join our growing team. The role will be vital for servicing and supporting our customers, driving customer satisfaction and retention, and supporting development and rollout of solutions that align with our customers’ needs and business objectives. We are looking for a self-starter with an unquenchable thirst for learning and a passion for driving customer success. In this role, you will build strong and lasting relationships with our customers, supporting them through white-glove service, and also help execute on customer experience initiatives that will build and grow relationships and satisfy and delight GROUNDFLOOR’s users. This position will report directly to the Head of Customer Success.

RESPONSIBILITIES
Provide solutions and service to customers, exceeding customer expectations, and giving exceptional customer service at every interaction
Manage customer expectations, evaluate service levels and product satisfaction and provide feedback
Provide input into and contribute to implementing customer service systems and tools (e.g., live chat) that resolve customer issues and identify and address additional customer requirements
Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience
Identify and champion product and service opportunities that will delight our customers
Participate in formulating our overall service and sales strategy
Contribute to a fun and inspiring work environment
REQUIREMENTS
BA/BS degree or equivalent with 3+ years work experience, preferably in marketing consumer products
Exceptional time management, prioritization, and multitasking skills
Ability to function well in a fast-paced, informal environment where constant change is the norm and the bar for quality is set high. A can do attitude is a must.
Ability to take ownership and be accountable and be receptive to coaching but also work independently, with a willingness to offer solutions to business challenges.
Excellent interpersonal/customer relations skills
Strong written and verbal communication skills
Ready, willing and able to learn about our products and support customers as needs arise
Creative, positive, and high-energy individual with hands-on mentality and excitement for new technologies and emerging trends
GROUNDFLOOR Finance, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

To apply for this job please submit resumes to careers@groundfloor.us.

Head of Demand Generation
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About GROUNDFLOOR
Recently listed as Venture Atlanta’s 2018 “Top 10 Atlanta Companies to Watch, ” Groundfloor is one of the most promising growth-stage companies in the Southeast.

GROUNDFLOOR is an Atlanta-based fintech startup opening the market for peer-to-peer lending in real estate. The ideal candidate is motivated by the opportunity to build a distinctive brand, product and service that stands apart in a field of many that aim to reformat banking, finance and investing. As a company, we value and select for intellect, strategic thinking, authenticity and integrity.

Job Description
We are currently seeking a Demand Gen leader to join our growing marketing team. The role will be vital for driving revenue and profitability by generating, and converting, quality borrower leads through flawless execution of highly targeted campaigns against key segments and overall marketplace objectives.

In this role, you will be responsible for building and leading a B2B, customer-centric, revenue-generating strategy of Marketing Automation and Demand Generation tools, processes and programs. You will utilize understand the overall sales and marketing objectives of the organization and effectively develop a strategy and platform that support these goals. This position will report directly to the SVP of Marketing.

Responsibilities
Oversee the marketing automation function at GROUNDFLOOR, by managing automation tools, processes and CRM integrations
Develop and implement multifaceted lead generation and nurturing campaigns to capture, qualify, score, and nurture leads
Develop relevant sales collateral and other sales materials to support both the inside and field sales teams; participate in our overall sales strategy
Develop and grow the inside sales team, creating conversational scripts to promote informed conversations, improve productivity, and enhance the lead qualification process
Set SLAs and KPIs for the team and provide insights on that improve efficiencies and optimize inbound and outbound demand gen efforts
Deliver personalized campaigns with unique content/data specific to individual prospects
Identify, source, negotiate and manage all external target lists
Assess analytics capabilities to measure and report on all B2B marketing efforts, including list generation/quality; messaging, design and creative testing; and LTV by target segments
Manage relationships/collaborate with agencies and other vendor partners, as necessary
Hire, train and motivate a high-performing team that consistently achieves acquisition goals through effective management, leadership, planning, and coaching
Contribute to a fun and inspiring work environment
Requirements
7+ years successful track record of B2B digital/inbound marketing including Web and landing page development, content marketing, sales enablement, and demand creation
Experience in identifying target audiences and devising digital plans and programs that engage, inform and motivate
Proven record of supporting sales to meet or exceed pipeline and bookings targets
Experience creating and implementing proven successful, seeding, demand creation, lead nurturing and pipeline acceleration programs
Experience with email and marketing automation tools, analytics and conversion tools, ad-servers and tagging
Experience in optimizing landing pages and sales funnels
Excellent analytical skills with the ability to think strategically as well as implement tactically
Solid knowledge of website analytics tools, particularly Google Analytics
Excellent communication and presentation skills and the ability to work at all levels of the organization
Strong leadership skills with a proven track record of hiring and motivating high performing teams, strong coaching and up-leveling of talent
Exceptional time management, prioritization, and multitasking skills; ability to quickly adapt and react to changing circumstances and demands with high attention to detail
Highly motivated individual who thrives in a fast-paced team environment and is readily adaptable to changing market and organizational requirements
Must have extensive experience with Salesforce and Hubspot and related demand generation tools
BA or BS degree (MBA in marketing or related business degree preferred)
GROUNDFLOOR Finance, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

To apply for this job please submit resumes to careers@groundfloor.us.