Customer Success Lead
Description
Make a SPLASH with Latham Pool Products!
At Latham Pool Products, we don’t just make swimming pools; we create opportunities for backyard dreams to come true. As the leading manufacturer in North America, Australia, and New Zealand, we are committed to delivering innovation, quality, and sustainability in everything we do.
We believe in building an environment where everyone can thrive. That is why we offer:
- A culture of integrity, collaboration, and respect.
- Comprehensive benefits for you and your family.
- Opportunities for growth, mentorship, and skill development.
Ready to join a team that makes a difference?
A little about the position:
Job Summary
The Customer Success Lead will ensure our customers recognize the highest value possible in their relationship with Latham. As a Latham brand ambassador build awareness for all things Latham. Develop relationships, partner with our builders and homeowners along the buying journey. Identify opportunities to increase success and sales to promote growth for the builder and Latham.
Some of What You Will Do:
- Position is focused on four key areas, Customer onboarding, Customer Success and Retention, Improving Customer Experience, Inside sales activities.
- Collaborate with the sales team and marketing to successfully onboard and nurture new and existing customer relationships.
- Be the subject matter expert and responsibly work with Latham builders and help them nurture, build relationships with consumers to convert leads.
- Actively work and collaborate with customers to monitor, report and close leads.
- Collaborate with marketing to drive customer participation in various Latham programs.
- Support the new Builder onboarding process and beyond.
- Upsell and identify new opportunities for Latham products within the customer’s market.
- Resolves, escalates, and manages resolution of customer requests.
- Works closely with customer support to provide recommendations to enhance the customer experience.
- Assess customer needs and regularly prepare customer reviews to set objectives and identify shortfalls in the customer experience seeking opportunity to continually improve.
- Stay current on all aspects of Latham product and brands (sub brands).
- Work with Community manager and builders to support improvement in NPS reviews.
- Proactively contact customers via phone/email/live chat to solicit feedback and provide information on upcoming Latham promotions or new product lines.
- Manage and provide timely responses to the Latham website customer experience contact communications and inquiries.
- Collaborate with community manager on questions from builders in Latham Pool Pro.
- General customer account maintenance and updating of Latham documents and FAQs.
- Other duties as assigned by management.
What You Bring to the Table: (Qualifications)
- Bachelor’s degree in marketing, communications, or equivalent Latham brand experience.
- Extensive knowledge of Latham Products.
- Willingness to learn and keep up today on all product offerings and campaigns across all brands.
- Minimum five years of experience in support, sales, and business development.
- Five years of Pool Industry experience and knowledge of the competitive environment within the industry.
- Analytical skills desirable, this position will have appropriate metrics and KPI’s for communications associated with lead closure and customer success.
- Strong Math skills.
- Computer skills: Microsoft Office, HubSpot, Oracle Service cloud, Mitel & Zoom.
- Exceptional interpersonal, written, and verbal communications skills.
- Experience and ability to pivot between both B2C and B2B is required.
- The position is based in the Latham corporate office with opportunity for a Hybrid role.
- Physical abilities – lifting, standing, and bending for four hours at a time.
- Travel occasional to key events such as trade shows approximately ten percent of the time, local and multi-state some overnights may be required.
- Availability may include overtime and some weekend requirements.
Why should you come work with Us?
Comprehensive Benefits for you and your family include:
- Medical, dental, and vision insurance
- HSA and FSA plans available
- 401(K) with 50% company match up to 6%
- Paid Time Off – 3 to 5 weeks per year with weekly accruals starting day one
- Holidays - 11 Paid, eligible on day one
- Life/ADD Insurance and Short/Long Term Disability insurance with buy up options
Professional Development: Training programs, Tuition Reimbursement, and growth opportunities.
Supportive Environment: A culture rooted in collaboration, integrity, and respect.
Some Important Information for you:
Position Title: Customer Success Lead
Location: Latham Headquarters
Employment Type: On-site
Status: Full-time
Salary Range: $60,000.00 to $65,000.00/year
Our compensation reflects the cost of labor across US geographic markets. Starting pay for this role will vary based on multiple factors, including location, knowledge, skills, education, and experience. Pay ranges may be modified in the future.
Latham Pool Products is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Latham Pool Products is a Drug-Free Workplace Employer. All offers of employment are subject to applicable pre-employment requirements.
The submission of your resume will expedite the review of your information.