Customer Service Representative (CSR)
2 months ago
Austin
Full job description
The Customer Success Manager (CSM) reports to the Sr. Manager of Customer Success. This role will leverage industry expertise and in-depth solutions knowledge/thought leadership to connect customer business objectives to the functional capabilities of our products and solutions. You will drive collaboration across teams to boost customer lifetime value, improve retention, increase satisfaction, and build trust. This role will be responsible for short-term customer success engagement to ensure customers who are experiencing challenges with value-realization are receiving the necessary assistance to successfully achieve their outcomes and improve their experience.
PRIMARY RESPONSIBILITIES
Orchestrate multiple activities simultaneously to accomplish a goal.
Get the most out of limited resources.
Apply knowledge of internal structures, processes, and culture to resourcing efforts.
Understand our customer’s business and collaborates on and supports solutions which meet customer expectations
Utilize CRM tools to track customer activities effectively and accurately
Assist with the delivery of customer business review meetings
Understand and communicate overall customer health, including the identification and escalation of at-risk accounts
Provide timely and helpful information to others across the organization, while supporting the open expression of diverse ideas and opinions
Support the establishment of clear responsibilities and processes for monitoring work and measuring results
Build, own, and drive the customer engagement plan through execution and engagement for the customer
Coordinate between the organizations to organize the meetings/invites and drive initiatives for the customer internally
REQUIRED SKILLS/KNOWLEDGE/ABILITIES
2+ years of experience in the multi-family industry and/or 2+ years of Account Management/Relationship Management experience
Ability to facilitate business relationships and effectively support assigned accounts
Ability to work with a wide variety of customers and personalities
Outstanding documentation and follow-up capabilities
Ability to understand and manage customer expectations
Ability to work closely with all levels of the organization and to elicit cooperation from a wide variety of sources, including senior management, customers and other departments
Ability to take ownership of assigned opportunities and issues
Ability to recognize and escalate issues and risks as deemed necessary through the appropriate channels
Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
Strong written and verbal communication skills
Persuasive, encouraging, motivating, and professional personality
Physically able to participate in training sessions, presentations, and meetings
Ability to work extended hours as needed (may be required at times)
Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint
Physically able to participate virtually or in-person training sessions, presentations, and meetings
Ability to work extended hours as needed (may be required at times)
Ability to travel as needed to customer and company locations
PREFERRED SKILLS/KNOWLEDGE/ABILITIES
Understanding of multi-family industry at both corporate and property level
Understanding of SaaS industry and technology (2+ years’ experience with SaaS)
Understanding of products and services is preferred (1-2 years’ experience with products)
Knowledge of Customer Success practices
Experience with Customer Relationship Management (CRM) software such as, Salesforce
Aptitude to learn software programs
#LI-EC1
#LI-Remote
Skills
Required Cross Collaboration
Accountability
Customer Service
Preferred Organization
Behaviors
Required Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
