At LightBox, we strive to not only equip confident, data-driven decisions across sectors, but to also enrich lives by bringing people, information, and technology together. As a company with a wide range of clients, we believe a diverse workforce is crucial to success. Our commitment to inclusion across race, gender, age, religion, identity, and experience is the foundation upon which we operate and connect with our customers and the communities in which we work.

With our expertise, we are producing the best available data, workflow tools, technology, and analytics to support everyone making a real estate decision. There has never been a better time to make an impact and we invite you to join us on this journey.

LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.

Position Overview

Manages client accounts and relationships to deliver a high level of service/customer engagement, understanding client needs/challenges and how LightBox’s products can support, processing transactions and providing insight in a highly consultative manner, while driving retention and revenue growth in line with company objectives.

What you will do and achieve

Manage assigned client accounts and the full product lifecycle of projects from initial order, upsell/cross sell, production, delivery, and invoicing while working collaboratively with team members and cross-functional stakeholders to ensure the best outcomes.

• Effectively manage a high volume of incoming client phone calls and emails, and execute contact strategy while maintaining effective dialogue through communication
• Develop strong relationships with customers through basic relationship management methods, in line with a defined account plan and contact strategy and ensure overall client satisfaction while also maximizing LightBox’s revenue targets and ensuring compliance with contractual SLAs
• Develop product expertise in an effort to resolve customer issues quickly and provide first-rate customer service to ensure a high level of customer satisfaction through technical, functional and professional support; Provide thorough and accurate quality input on escalated cases to facilitate prompt resolution by the technical team and review incoming orders for accuracy or omissions to ensure timely turnaround of a quality product, proactively monitoring and following up on any customer inquiries not immediately resolved; Set up new users, conduct training sessions and provide technical support as needed
• Enter and maintain accurate, detailed records of all customer interactions, transactions, inquiries, comments, and complaints, as well as actions taken and the results in LightBox’s CRM tool (Salesforce); Monitor activity and reporting in CRM to inform client outreach and deliver on revenue objectives
• Identify opportunities to suggest, introduce and demonstrate additional products to clients at the time of order through a consultative sales approach; seek to understand client's challenges which can be addressed by our products
• Identify, research, and resolve project risks/issues, escalating when necessary to resolve issues affecting our ability to deliver on client expectations, and respond to RFQs and pricing inquiries based on project requirements
• Identify and cultivate opportunities to introduce new products and services to support customer retention and growth. Leverage LightBox’s strategic sales and product experts to support or participate in the effort and provide insight and leads to the sales team as appropriate
• Understand industry trends and growth sectors for LightBox’s expansion considerations and attend local events, tradeshows, and conferences
• Participate in developing and continually refining processes and systems, ensuring critical processes are documented and relevant and team members are sufficiently cross-trained

Who you are
Education

• College degree in business, communications or related is preferred, high school diploma with at least 2 years of successful telemarketing, sales or client relationship management experience will be considered

Experience

• Prior experience in a customer-facing or customer relationship management role
• Experience operating/using technology/web-based software with basic PC and keyboarding skills, proficiency in Microsoft Suite is desired
• Prior experience with Salesforce.com and WebEx is beneficial

Key Knowledge & Skills

• High level of accountability and responsibility, and success-oriented with the keen ability to deliver on client expectations and personal goals, influencing others or escalating as needed to do so
• Excellent verbal, written, communication, analytical and problem-solving skills with natural interpersonal skills
• Professional and positive attitude, enthusiastic and supportive of LightBox’s Commitment to Excellence
• Ability to properly handle rejection and maintain a positive outlook
• Ability to effectively work independently as well as within a team in a fast-paced, deadline-driven environment
• Adaptable personality with a willingness and ability to shift priorities and support others as needed with proven ability to build relationships
• Knowledge of commercial real estate/due diligence and/or lender market is desired

Core Competencies

• Relationship Building & Client Engagement Ability to build trust, maintain long-term relationships, and serve as a strategic partner to clients.
• Communication & Presentation Skills Strong verbal and written communication for presenting solutions, resolving issues, and managing expectations with clients and internal teams.
• Strategic Thinking & Problem Solving Capability to understand client goals, identify growth opportunities, and proactively solve challenges.
• Project & Account Management Skilled in managing multiple accounts, timelines, and deliverables while ensuring high client satisfaction.
• Product Knowledge & Business Acumen Deep understanding of the company's offerings and how they align with client needs, alongside awareness of industry trends and competitor landscape

LightBox’s Diversity Commitment:

LightBox is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values. We believe in unity in diversity and offer a collaborative work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.  We are better together when we support, recognize, and embrace our differences.

This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.

This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.

LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.                

NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.