Apply<INTERNAL CANDIDATES ONLY> Customer Success Manager
Posted about 4 hours agoViewed
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💎 Seniority level: Manager, 6+ years
📍 Location: US
💸 Salary: 55000.0 - 65000.0 USD per year
🔍 Industry: Software Development
🏢 Company: StarRez👥 251-500💰 Private about 3 years agoConsultingSaaSProperty ManagementSoftware
⏳ Experience: 6+ years
🪄 Skills: Project ManagementSQLData AnalysisJiraCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMentoringOrganizational skillsRelationship buildingMS OfficeAccount ManagementEmpathyTrainingActive listeningClient relationship managementCross-functional collaborationData entryStrategic thinkingTechnical supportCustomer supportCustomer SuccessSaaS
Requirements:
- Bachelor's degree preferred or 6+ years equivalent relevant professional experience
- Experience working in a customer facing technical support role
- 3+ years of experience utilizing StarRez, THD, or Mercury software, preferably as a Power User OR are a current StarRez employee
- 3+ years of experience working in University or College Housing, Residence Life, OR Student accommodation/reservations systems OR relevant database management experience
Responsibilities:
- Develop strong relationships with assigned customers through regular, meaningful engagement to ensure satisfaction and long-term success.
- Work with customers to establish goals, track key performance indicators, and provide guidance on maximizing their use of StarRez solutions.
- Analyze customer usage metrics, gather feedback, and run NPS surveys to proactively identify areas for improvement and growth.
- Anticipate customer needs, offer strategic recommendations, and identify logical expansion opportunities to enhance their investment.
- Serve as the primary point of contact for escalations, taking ownership of issues and ensuring timely resolution through proper escalation channels.
- Act as a subject matter expert, offering best practices and business process guidance to help customers optimize their housing management operations.
- Track outstanding implementation items and collaborate with internal teams to ensure timely delivery and customer satisfaction.
- Help customers design and strategize the integration of StarRez with other systems to improve efficiency and operations.
- Develop project plans, procedures, and internal documentation strategies to support customers' ongoing success with the platform.
- Work cross-functionally with internal departments to provide escalation support, track project timelines, and ensure a seamless customer experience.
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