Account Manager

Yourkeys is a brand new, disruptive online platform that feeds all of the stakeholders in the new-build buying and selling process into one central ecosystem. Since April 2021, Yourkeys has become part of the Zoopla family.

The idea for Yourkeys was conceived after our founder, Riccardo, working in the property sector saw how painful the buying and selling process was for all parties involved. The current system is antiquated, outdated and broken. Buying a new home consistently ranks as the number 1 most stressful experience in modern life, and for good reason. The process is convoluted, confusing and with no transparency.

Yourkeys is the first platform to offer a full, end to end service, from search to completion with all stakeholders feeding into our central ecosystem with 'live' notifications, timelines and complete oversight. We will create greater transparency, consistency and cost savings throughout the entire purchase and conveyancing process.

We are looking for an experienced Account Manager/Customer Success Manager to join our growing commercial team to onboard, retain and grow our house builder and agent customer base.

Requirements

• Run effective on boarding sessions with new customers including discovery, planning and delivery of their onboarding plan
• Work with variety of stakeholders to define and agree expected outcomes for how Yourkeys is used within their organisations
• Regularly analyse customer account data such as report metrics, platform data and support tickets and adapt account plans accordingly
• Monitor customer health in Salesforce and implement customer health plans to reduce risk and increase retention
• Identify and pursue commercial growth opportunities in own customer base
• Monitor integrated conveyancer and broker transactions to ensure integrated transactions are progressing correctly and with no avoidable delays
• Provide independent support for escalations from the customer service and/or sales teams
• Be the “Voice of the Customer” – feeding in to product, sales, service and marketing teams in order to improve customer satisfaction and experience in all areas
• Create and amend customer training materials
• Train customers on the platform & providing product support
• Support the Customer Helpdesk as required

All qualified applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.

Benefits

• 25 days holiday + BH
• Private health and dental
• Gym on site in London – or membership in regional offices
• 7.5% pension contribution by the company
• Free breakfast and afternoon snacks
• Friday night drinks
• Birthday day off, move house day off
• Training and development
• Referral bonus up to £5K