OJO Labs is a company focused on improving the home buying journey for consumers by leveling the playing field and making it possible for anyone to achieve home ownership. I spent 3 years in the CS org where I helped create new processes, scale, and optimized the service organization that supports our network of real estate teams and agents across the country.I was responsible for managing the full lifecycle of the 100+ accounts in my book of business while providing them with… Show more OJO Labs is a company focused on improving the home buying journey for consumers by leveling the playing field and making it possible for anyone to achieve home ownership. I spent 3 years in the CS org where I helped create new processes, scale, and optimized the service organization that supports our network of real estate teams and agents across the country.I was responsible for managing the full lifecycle of the 100+ accounts in my book of business while providing them with personalized, consultative support. As Customer Success Managers, we truly form a partnership with each of the accounts we're responsible for. We take advantage of each interaction to provide the necessary education, guidance, and tactics to succeed on our platform. I handled a wide array of different real estate and team management related topics including but not limited to onboarding to our platform, contracts, product training, closing/transaction process, experience feedback, remediation conversations, conversion/ROI, retention, and upgrades, all with a partnership mentality. This goal of forming a true partnership with these real estate teams, taking the time to understand their business, and continuously providing the tactics to succeed is OJO's key differentiator amongst the competition.Beyond those different focus areas with the teams in my book of business, I also served and took a lot of pride is being a trusted resource on my direct team to assist with training and leveling up the other Customer Success Managers to ensure we were full maximizing our potential as a team. I also worked very closely with other cross-functional internal partners, such as Product, Engineering, Sales, Business Analytics to ensure all of our teams were working in harmony and keeping a constant feedback loop so we could continue to improve and help improve the entire experience for all involved. Show less