Client Engagement Consultant (CEC)

Client Engagement Consultant (CEC)

Storable is looking for a Client Engagement Consultant (CEC) to help further grow and serve our customer base. The ideal candidate will have a proven track record in delivering exceptional customer service, resolving inquiries efficiently, and maintaining customer satisfaction. Excellent communication skills, problem-solving abilities, and a customer-centric approach are essential for success in this role. When connecting with storage facility operators, this person will need to shift seamlessly between identifying where we can deliver additional value while qualifying potential net-new opportunities.

What you will do:

• Implement strategies to reduce customer churn and increase retention rates.
• Analyze customer data and feedback to identify potential churn indicators, including reviewing past cases, support issues, and sales interactions.
• Collaborate with cross-functional teams, including Sales, Billing, Support, Client Success, Insurance, and Payments, to implement retention initiatives, escalation resolutions and improve the customer experience.
• Collect and analyze customer data to identify process improvements, mitigations strategies, and dispositions of every customer.
• Maintain thorough knowledge of existing customers' business, the self-storage market & its competitors.
• Offer support to customers based on a firm understanding of what problems operators may be facing in their day-to-day operations while also educating customers on a variety of solutions in a consultative, informative way.
• Execute developed strategies for rate increases on an annual basis, including escalation calls, targeted value-based discussions, and regular reporting to management and stakeholders.
• Handle all Sparefoot and DMS Sales discussions and other like products with potential operators.
• Provide a seamless transition for customer’s when adding additional facilities, price switches & retention of products, and maintaining customers during facility transfer of ownership.
• Identify opportunities to expand the customer's current suite of products through active listening and understanding their current business needs by being consultative with our software solutions.
• Effectively communicate with the sales team to identify opportunities for revenue growth based on feedback collected from customers.
• Identify and implement improved (existing) processes as well as develop and implement (new) efficient processes with the support of key stakeholders.

What you will need:

• Experience working in customer service, account management, or in a similar role that is responsible for keeping tabs on several moving pieces at the same time, whether for a short or long cycle.
• Exceptional communication, whether written, verbal, or in person, as well as superior organization and time management skills.
• The ability and foresight to consolidate and simplify daily tasks to scale systems and processes across larger groups.
• Working knowledge of Salesforce and Zendesk (or similar tools), Google Apps, and Microsoft Office.
• Aptitude for active listening while simultaneously considering what recommendations could be made for process improvement, whether within Storable or while speaking with customers.
• Self-motivation to search for best practices in unstructured environments.
• Comfortability navigating ambiguity by trusting yourself to make quick decisions.
• Experience in a fast-paced startup environment or comparable work experience where capturing information accurately and calmly is a necessity.

Bonus points:

• Experience or knowledge of the self-storage industry.
• Basic Spanish speaking capabilities.

Pay Transparency at Storable
At Storable, we believe in the power of transparency to help our employees Do More and Be More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.

We’re happy to discuss compensation further during the interview process because we believe that open communication leads to better outcomes for everyone. We’re committed to creating an inclusive environment where all employees are valued for their unique skills and contributions.

By applying to work with us, you agree to this pay transparency policy and to the idea that transparency leads to growth, both for individuals and for our company, Storable, as a whole. The range listed below is only representative of base salary. Every role at Storable has a variable incentive. Please talk to your recruiter about the variable pay plan and earning potential for this role.

All applicants must be currently authorized to work in the United States on a full-time basis.

Location: REMOTE

• Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, DE, FL, GA, ID, IL, IN, KS, LA, MD, MI, MO, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY

About Us:

At Storable, we believe storage operators should have one partner they can trust to help you get the results they need for their business. That’s why we’ve built the industry’s first fully integrated platform that offers facility management software, facility websites, marketing programs and services, payments, and deeply integrated tenant insurance capabilities all in one solution.

We leverage our platform in combination with our over 25 years of storage industry expertise to help our thousands of storage customers achieve their tenant experience and operational efficiency objectives every single day.

• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more.
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible.
• Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals.
• Do More, Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in scuba certification classes, travel overseas, and redo their back patio among many other things.
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated.
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time.
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time.
• Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to take care of aging dependents or family members, if needed.
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250.
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals.
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors.
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making.
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply.

Don't check all the boxes? Studies have shown that women and people of color are less likely to apply for a job unless they meet every single qualification, especially in the tech industry. At Storable, we are devoted to strengthening and upholding a diverse, inclusive, and authentic workplace. If you’re excited about this role but your professional background doesn’t perfectly align with the qualifications above, we encourage you to apply. Even if this role isn’t the right match, we would love to have your resume on file for future opportunities!

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: Protect Yourself from Fraudulent Activities Targeting Job Seekers

We’ve been made aware of fraudulent activities where an individual or group is pretending to represent Storable, attempting to deceive job seekers by using our company's good name and stellar reputation.

To protect yourself, please consider the following guidelines:

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please directly contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]

We’re committed to ensuring a transparent and secure hiring process.

Thank you for your vigilance and interest in joining our team.