Enterprise Customer Success Specialist
MBS Highway, Holmdel, NJ, United States
Title:
Enterprise Customer Success Specialist Report to:
VP of Customer Success Location:
Remote Position Type:
Full-Time Exempt Travel:
Possible About Highway
Highway is a fast‑growing SaaS company operating in the mortgage lending space. The platform provides data and communication products, including market intelligence, software tools, calculators and a marketing suite to mortgage loan originators and real estate agents to facilitate higher conversion rates of conversations and prospects to actual loans. It is a proven solution to materially increase mortgage loan origination efficiency and effectiveness coupled with improving end‑customer experience. Position Summary
The Enterprise Customer Success Specialist is responsible for managing logistical support efforts in collaboration with the Enterprise Customer Success Management team. They will handle a range of key actions, including managing CSM email and support ticket volume from enterprise clients and handling directly, triaging, or escalating. They will also assist in the support and tracking of enterprise engagement campaigns through HubSpot, allowing Enterprise CSMs to focus on proactive activity without sacrificing responsiveness. This role provides a development opportunity for those aspiring to become a Customer Success Manager. Requirements
Assist the Enterprise CSMs in preparing and organizing new enterprise onboarding programs. Manage shared Enterprise CS email inboxes and individual CSM inboxes to ensure timely and accurate responses to service requests. Participate in Relationship Action Planning (RAP) and update HubSpot enterprise Playbooks as needed. Partner with Enterprise CSMs and other CS team members to develop communications and enterprise‑specific campaigns to drive engagement and awareness. Manage training & meeting calendars for Enterprise CSMs. Assist Enterprise CSMs in preparing Quarterly Business Review presentations. Collaborate with partners across Highway, such as Operations, Finance, Marketing, Product, Sales, and Data Science. Education And Experience Requirements
High school diploma or equivalent; some college education preferred. 2–4+ years of relevant experience required. Knowledge of real estate and/or mortgage markets is ideal, but not required. Knowledge, Skills And Abilities
Excellent verbal and written communication skills; strong customer service skills. Highly organized and accountable. Analytical and problem‑solving capability. Ability to work independently with minimal supervision. Comfortable with or able to learn HubSpot, Zendesk, Google Suite, Airtable, and Sigma, among other software applications.
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Enterprise Customer Success Specialist Report to:
VP of Customer Success Location:
Remote Position Type:
Full-Time Exempt Travel:
Possible About Highway
Highway is a fast‑growing SaaS company operating in the mortgage lending space. The platform provides data and communication products, including market intelligence, software tools, calculators and a marketing suite to mortgage loan originators and real estate agents to facilitate higher conversion rates of conversations and prospects to actual loans. It is a proven solution to materially increase mortgage loan origination efficiency and effectiveness coupled with improving end‑customer experience. Position Summary
The Enterprise Customer Success Specialist is responsible for managing logistical support efforts in collaboration with the Enterprise Customer Success Management team. They will handle a range of key actions, including managing CSM email and support ticket volume from enterprise clients and handling directly, triaging, or escalating. They will also assist in the support and tracking of enterprise engagement campaigns through HubSpot, allowing Enterprise CSMs to focus on proactive activity without sacrificing responsiveness. This role provides a development opportunity for those aspiring to become a Customer Success Manager. Requirements
Assist the Enterprise CSMs in preparing and organizing new enterprise onboarding programs. Manage shared Enterprise CS email inboxes and individual CSM inboxes to ensure timely and accurate responses to service requests. Participate in Relationship Action Planning (RAP) and update HubSpot enterprise Playbooks as needed. Partner with Enterprise CSMs and other CS team members to develop communications and enterprise‑specific campaigns to drive engagement and awareness. Manage training & meeting calendars for Enterprise CSMs. Assist Enterprise CSMs in preparing Quarterly Business Review presentations. Collaborate with partners across Highway, such as Operations, Finance, Marketing, Product, Sales, and Data Science. Education And Experience Requirements
High school diploma or equivalent; some college education preferred. 2–4+ years of relevant experience required. Knowledge of real estate and/or mortgage markets is ideal, but not required. Knowledge, Skills And Abilities
Excellent verbal and written communication skills; strong customer service skills. Highly organized and accountable. Analytical and problem‑solving capability. Ability to work independently with minimal supervision. Comfortable with or able to learn HubSpot, Zendesk, Google Suite, Airtable, and Sigma, among other software applications.
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