Customer Success Manager

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StarRez, Inc.

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201 - 500 employés

☁️ SaaS

🏠 Immobilier

💰 Private Equity Round en 2022-01

SaaS • Real Estate

StarRez, Inc. est un fournisseur de premier plan de solutions de gestion de résidents et de biens spécifiquement conçues pour l'industrie du logement étudiant. L'entreprise se concentre sur l'amélioration de l'expérience des résidents et de l'efficacité opérationnelle en offrant une plateforme complète incluant des outils pour la gestion communautaire, le reporting, l'automatisation de la facturation et les portails en libre-service pour les résidents. StarRez collabore avec des institutions éducatives et des communautés résidentielles dans le monde entier pour créer des environnements prospères grâce à l'innovation et à l'engagement.

Description

• 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.

🎯 Exigences

• 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 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

🏖️ Avantages

• Full benefits including health care • Paid time off • Life insurance • 401k plan with company match for eligible team members. • A supportive team environment with emphasis on learning and development opportunities