Job Information
Latham, The Pool Company Customer Success Lead in Latham, New York
Primary Role: Ensure our customers recognize the highest value possible in their relationship with Latham. As a Latham brand ambassador build awareness for all things Latham. Develop relationships, partner with our builders and homeowners along the buying journey. Identify opportunities to increase success and sales to promote growth for the builder and Latham .
Duties and Responsibilities:
Position is focused on four key areas, Customer onboarding, Customer Success and Retention, Improving Customer Experience, Inside sales activities.
Collaborate with the sales team and marketing to successfully onboard and nurture new and existing customer relationships.
Be the subject matter expert and responsibly work with Latham builders and help them nurture, build relationships with consumers to convert leads.
Actively work and collaborate with customers to monitor, report and close leads.
Collaborate with marketing to drive customer participation in various Latham programs.
Support the new Builder onboarding process and beyond.
Upsell and identify new opportunities for Latham products within the customer’s market.
Resolves, escalates, and manages resolution of customer requests.
Works closely with customer support to provide recommendations to enhance the customer experience.
Assess customer needs and regularly prepare customer reviews to set objectives and identify shortfalls in the customer experience seeking opportunity to continually improve.
Stay current on all aspects of Latham product and brands (sub brands).
Work with Community manager and builders to support improvement in NPS reviews.
Proactively contact customers via phone/email/live chat to solicit feedback and provide information on upcoming Latham promotions or new product lines.
Manage and provide timely responses to the Latham website customer experience contact communications and inquiries.
Collaborate with community manager on questions from builders in Latham Pool Pro.
General customer account maintenance and updating of Latham documents and FAQs.
Other duties as assigned by management.
Qualifications:
Bachelor’s degree in marketing, communications, or equivalent Latham brand experience.
Extensive knowledge of Latham Products
Willingness to learn and keep up today on all product offerings and campaigns across all brands.
Minimum five years of experience in support, sales, and business development
Five years of Pool Industry experience and knowledge of the competitive environment within the industry
Analytical skills desirable, this position will have appropriate metrics and KPI’s for communications associated with lead closure and customer success.
Strong Math skills
Computer skills: Microsoft Office, HubSpot, Oracle Service cloud, Mitel & Zoom.
Exceptional interpersonal, written, and verbal communications skills.
Experience and ability to pivot between both B2C and B2B is required.
The position is based in the Latham corporate office with opportunity for a Hybrid role.
Physical abilities – lifting, standing, and bending for four hours at a time.
Travel occasional to key events such as trade shows approximately ten percent of the time, local and multi-state some overnights may be required.
Availability may include overtime and some weekend requirements.
The salary range for this position is $60,000-$65,000