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Customer Success Lead
Latham, The Pool Company
Drive customer onboarding, success, retention, and sales for Latham Pool Products
6d ago
$60,000 - $65,000
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Latham, NY
Office Full-Time
Company Size
1,500 Employees
Service Specialisms
Design
Construction services
Project Management
Engineering
Technical Services
Turnkey
Sector Specialisms
Residential
Commercial
Role
What you would be doing
lead management
customer outreach
account maintenance
upselling
nps improvement
builder onboarding
- Actively work and collaborate with customers to monitor, report and close leads.
- Stay current on all aspects of Latham product and brands (sub brands).
- Assess customer needs and regularly prepare customer reviews to set objectives and identify shortfalls in the customer experience seeking opportunity to continually improve.
- Travel occasional to key events such as trade shows approximately ten percent of the time, local and multi-state some overnights may be required.
- Resolves, escalates, and manages resolution of customer requests.
- Manage and provide timely responses to the Latham website customer experience contact communications and inquiries.
- Proactively contact customers via phone/email/live chat to solicit feedback and provide information on upcoming Latham promotions or new product lines.
- General customer account maintenance and updating of Latham documents and FAQs.
- Works closely with customer support to provide recommendations to enhance the customer experience.
- Collaborate with community manager on questions from builders in Latham Pool Pro.
- Upsell and identify new opportunities for Latham products within the customer’s market.
- Work with Community manager and builders to support improvement in NPS reviews.
- Collaborate with marketing to drive customer participation in various Latham programs.
- Be the subject matter expert and responsibly work with Latham builders and help them nurture, build relationships with consumers to convert leads.
- Collaborate with the sales team and marketing to successfully onboard and nurture new and existing customer relationships.
- Support the new Builder onboarding process and beyond.
What you bring
bachelor's
5+ years
hubspot
oracle
analytical
interpersonal
- Analytical skills desirable, this position will have appropriate metrics and KPI’s for communications associated with lead closure and customer success.
- Physical abilities – lifting, standing, and bending for four hours at a time.
- Bachelor’s degree in marketing, communications, or equivalent Latham brand experience.
- Minimum five years of experience in support, sales, and business development.
- Extensive knowledge of Latham Products.
- Five years of Pool Industry experience and knowledge of the competitive environment within the industry.
- Strong Math skills.
- Willingness to learn and keep up today on all product offerings and campaigns across all brands.
- Computer skills: Microsoft Office, HubSpot, Oracle Service cloud, Mitel & Zoom.
- Experience and ability to pivot between both B2C and B2B is required.
- Exceptional interpersonal, written, and verbal communications skills.
- Holidays - 11 Paid, eligible on day one
- Availability may include overtime and some weekend requirements.
- Opportunities for growth, mentorship, and skill development.
- Medical, dental, and vision insurance
- Comprehensive benefits for you and your family.
- The position is based in the Latham corporate office with opportunity for a Hybrid role.
- Paid Time Off – 3 to 5 weeks per year with weekly accruals starting day one
- 401(K) with 50% company match up to 6%
- Life/ADD Insurance and Short/Long Term Disability insurance with buy up options
- HSA and FSA plans available
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
Founded in 1956
Year Established
The company has been operational since 1956, providing innovative pool solutions for over six decades.
- Designs and manufactures high-quality fiberglass swimming pools, liners, and pool accessories.
- Known for delivering durable, stylish pool solutions for both residential and commercial markets.
- Serves homeowners, builders, and pool contractors, providing everything needed to create luxurious outdoor living spaces.
- Employs advanced pool manufacturing technology to create energy-efficient and low-maintenance pools.
- Product lineup includes custom pool designs, industry-leading pool liners, and scalable equipment for any project size.
- Offers a global reach through a vast network of dealers across North America.
- Prides itself on innovative designs and superior craftsmanship, creating pools that last for generations.
- Customer Focused: We are committed to providing the best experience for our customers, offering them the highest quality products and services.
- Innovative: We embrace new ideas and continuously improve our processes to stay ahead of the competition.
- Integrity: We act with honesty and integrity, upholding the highest ethical standards in everything we do.
- Teamwork: We collaborate and support each other, working together to achieve our goals.
- Excellence: We strives for excellence in all areas of our business, delivering top-tier products and services.
- Accountability: We take responsibility for our actions and outcomes, ensuring reliability and dependability.
2050
Net-zero emissions target
The company aims to achieve net-zero carbon emissions by this year.
- The company focuses on energy-efficient manufacturing processes, reducing the carbon footprint of its pool products.
- The company continuously works to improve the sustainability of its supply chain and product life cycle.
- The company promotes water conservation and energy-saving pool systems through the use of energy-efficient pumps, heaters, and other technologies.
29% Women
Workforce Representation
Reflecting a commitment to gender balance, this percentage highlights the portion of the workforce comprised of women, showcasing progress in achieving diversity.
- strives to maintain a diverse and inclusive workforce with specific initiatives focused on gender balance.
- is committed to fostering an inclusive work environment through recruitment practices, leadership development programs, and mentorship opportunities.
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