Account Representative

Buildout is a family of CRE software products and services that help the best brokers to find, win, market, and transact properties to maximize their deal efforts and maximize wins. Our core belief is that successful commercial real estate is broker-led, but tech-enabled. That we play a critical role in maximizing the brokers time to focus on what they do best. As a result, Buildout has become the not-so-secret weapon for more than 150,000+ brokers and investors. Ultimately, we exist to serve the entire CRE industry and because of that unwavering focus, all the best brokers use Buildout. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website: https://buildout.com/. 

You’ll be on the front lines of our most ambitious play yet - scaling our account management function for our single seat customers. This is where operational excellence meets customer care. You’ll manage a high-volume book of our valued small business customers, processing their renewals, triaging questions and escalations, providing product training, and identifying upsell and cross-sell opportunities. You’ll leverage automation and workflows, while responding to daily customer inquiries and requests. You'll collaborate with teams such as Account Management, Sales, Support, and Billing and work side by side with our Customer Success Operations Specialist in Salesforce and Planhat. 

• You’ll be responsible for automated account management across a book of SMB accounts, focusing on retention and renewal execution

• Act as the human escalation point for critical customer triggers, down-sell or cancellation requests, price increases, and training requests

• Research customer accounts in Salesforce and customer health data to make recommendations when working through inbound requests

• Identify upsell and cross-sell opportunities by understanding customer pain points and connecting the dots on our solutions

• Triage inbound questions and problem solve for your customers or handoff to the appropriate team including Support, Billing, and Design.

• Collaborate with our Customer Success Operations Specialist. Strategize on content needs based on insights gleaned from customers and ideas for hitting retention and upsell goals

• Communicate with empathy, clarity, and a sense of urgency, responding back to customers timely over email, plus occasional phone and video calls

• You thrive in high-volume, customer-facing roles, ideally sales support, customer success, or a business development role

• You have experience working with Salesforce (required) and a customer success platform like Planhat (preferred)

• You are obsessed with operational efficiency—you let automation do the heavy lifting, but you’re ready to step in when needed

• You enjoy solving problems and taking ownership of outcomes—you don’t just escalate issues, you dig in

• You can read the room—you understand when to hop on the phone with a customer, loop in or delegate to a team member, or identify an expansion opportunity

• You’re comfortable context-switching—you can jump from responding to customer emails, to Salesforce account research, to leading a product training

We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.

Location: This is a fully remote role open across most of the US.

Compensation: The compensation range for this position is $59,500 - $68,500. This role is base salary only (no commission).

Reporting To: Maddy Niehaus, our Manager of Account Management

This program includes:

• Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD,  life insurance, and telemedicine, and a wellness benefit of $400/year.

• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days

• 401(k) with 4% company match and immediate vesting

• A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff

• Challenging problems to solve with a committed and supportive team who are invested in your growth and development

• A wonderfully quirky culture where you’re encouraged to bring your whole self to work

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information and we will consider your request. 

Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.

For more information about our privacy practices please visit our Privacy Policy. By submitting your application, California residents consent to Buildout processing your personal information for the purpose of assessing your candidacy for this position in accordance of our Privacy Notice for Prospective California Employees.

Compensation Range: $59.5K - $68.5K