Assistant
VirtueStaff
Job Level
Mid-LevelSenior
About the role
- Take ownership of creating and managing relationships, maintaining account health, upselling accounts, providing product feedback, and driving the customer renewal process
- Gain insight into customers' unique objectives and challenges and craft personalized responses and plans
- Ensure customers are successful in using our software and platform and achieving their business objectives
- Build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform
- Develop deep, multi-threaded relationships with the decision-makers of your customers
- Drive spend across your book of business by collaborating with sales and identifying areas of opportunity
- Responsible for achieving retention targets within your assigned client base
- Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases
- Ensure customer data is accurate and up-to-date in our CRM system
- Conduct regular business reviews with customers to ensure they are achieving their desired outcomes
- Create and document client success plans for each of your assigned clients
- Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap & customer communication strategy
- Travel several times per year for team meetups and annual retreat Rentapalooza
Requirements
- A minimum of 4 years of Customer Success Management
- Multifamily experience is required
- Proven performance in hitting monthly benchmarks & metrics in previous positions
- Highly coachable, self-starter, with a growth mindset
- Demonstrated ability to create great customer experiences
- Strong communication skills with customers
- Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth
- Ability to problem-solve, be creative, and drive customer retention
- Self-driven and independent; you thrive without constant supervision
- A collaborative team player who contributes to the collective success
- Agility in adapting to new scenarios and learning on the go
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
