StarRez, Inc.

Support Engineer

• Deliver exceptional customer support and technical issue resolution via phone, email, and chat
• Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations
• Meet established performance objectives related to call quality, customer satisfaction, and case handling
• Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions
• Communicate proactively with customers by setting expectations and providing timely follow-up
• Partner cross-functionally with colleagues to resolve client issues efficiently and effectively
• Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns
• Support additional projects and responsibilities as needed based on business priorities

Technical Support Representative

Sales Development Rep

• Research accounts and contacts—primarily in the higher education and student property markets—to understand roles, challenges, and goals
• Craft and send personalized prospecting emails to engage ideal customers
• Make outbound phone calls and build rapport with prospective customers
• Utilize Salesforce, HubSpot, cold calling, social media, LinkedIn Sales Navigator, email, and referrals to connect with potential leads
• Set up meetings or calls between qualified prospects and Account Executives
• Understand StarRez products, solutions, value propositions, and customer pain points
• Overcome objections and stay informed on competitive offerings and market trends
• Collaborate with Sales, Marketing, and Enablement teams to align on outreach strategies and messaging
• Meet or exceed monthly goals for pipeline generation, bookings sourced, and outreach activity
• Report regularly to Sales leadership on progress through weekly and monthly updates, team meetings, and huddles
• Identify opportunities to improve tools, suggest new technologies, and refine workflows to increase results
• Continuously update your outreach approach, experimenting with new tactics to drive performance.

Sales Development Representative

Account Executive

• Lead complex, high-value sales engagements with enterprise-level property management groups, ownership groups, and real estate organizations.
• Develop and execute strategic territory plans.
• Build executive-level relationships.
• Drive significant revenue growth through new business acquisition and expansion opportunities.
• Navigate multi-stakeholder sales cycles.
• Deliver consultative solutions tailored to client needs.
• Collaborate closely with Marketing, Client Success, and Customer Service teams to support long-term client retention, expansion, and market growth.

Enterprise Account Executive

Product Operations

• Drive efficiency, coordination, and clarity across the Product Engineering and Design organization.
• Support cross-functional alignment, process improvement, and data-driven decision-making throughout the product lifecycle.
• Supervise 1 to 2 team members, manage the internal product knowledge base, and enable Product Analytics.
• Focus on making product work smoother, smarter, and more scalable.

Product Operations Manager

Data Engineer

• Build and maintain scalable data pipelines to ingest, transform, and model data for analytics and reporting
• Develop and optimise data models to support consistent dashboards and KPI definitions
• Ensure data quality and reliability through testing, monitoring, and observability practices
• Work with Data Analysts and Product teams to translate requirements into reusable datasets and pipelines
• Collaborate with Engineering to support data integration, schema automation, and platform scalability
• Integrate data from internal and external sources (APIs, third-party systems)
• Improve performance, scalability, and cost efficiency of the data platform
• Contribute to embedding analytics into the product (dashboards, reporting, data services)
• Support advanced use cases such as forecasting, benchmarking, and data-driven insights

Product Manager

• Own the performance and growth of a two-sided marketplace, balancing supply (Universities and PMCs) and demand (Students)
• Define and optimize monetization strategy, including pricing, packaging, and revenue growth levers
• Drive end-to-end acquisition and growth initiatives across both sides of the marketplace
• Build and scale a structured experimentation program to improve conversion, engagement, and revenue
• Establish and track key product and business metrics, using data to inform roadmap prioritization and decision-making
• Lead cross-functional collaboration and execution across Product, Engineering, Analytics, and Go-To-Market teams

Senior Product Manager

Customer Success Manager

• 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.

Account Manager

• Drive growth within an assigned customer territory by identifying upsell opportunities, managing a healthy pipeline, and achieving revenue goals
• Build trusted, long-term relationships with stakeholders across Higher Education and residential communities, understanding their unique goals and aligning StarRez solutions to their needs
• Lead the full sales cycle from outbound prospecting and customized product demonstrations to proposal delivery, contract negotiation, and deal closure
• Collaborate cross-functionally with product, services, and finance teams to scope solutions, manage licensing and invoicing, and support RFP/RFI responses
• Represent the voice of the customer internally by sharing insights that shape product evolution, go-to-market strategy, and community engagement
• Maintain accurate records of customer interactions, deal stages, and forecasts using Salesforce, Groove, Gong, and related sales tools
• Serve as a consultative partner post-sale, ensuring smooth handoffs, supporting adoption, and identifying ongoing opportunities for customer success.

Analyst

• Lead discovery and scoping conversations with prospective customers to define implementation and training requirements
• Partner with Sales to accurately estimate delivery hours for core systems, modules, and custom solutions
• Develop detailed handover documentation to ensure smooth transition from pre-sales to Services delivery
• Scope Service & Success Package usage requests in collaboration with Customer Success Managers
• Create proofs of concept and recommend solutions for complex or non-standard customer needs
• Collaborate with Product, Partnerships, and Services to scope delivery for new features and integrations
• Maintain and improve scoping accuracy by monitoring implementations and updating internal frameworks (e.g., hours matrix)

Services Solution Analyst

Executive Assistant

• Provide high-level administrative and operational support to multiple members of the Executive Leadership Team (ELT).
• Act as a trusted partner, helping leaders manage priorities, time, and communication.
• Manage and optimize complex, overlapping schedules for multiple ELT members.
• Coordinate domestic and international travel across ELT members, including logistics and itinerary management.
• Prepare high-quality briefing materials, presentations, and reports.
• Serve as a key point of contact for ELT members and handle sensitive information with discretion.
• Draft, review, and edit executive communications.
• Coordinate leadership team meetings, offsites, and strategic initiatives.

Manager

• Supervision of 4-6 Project Managers and Project Consultants, providing overall support and leadership within the services team.
• Meet individually with PM's at least once a week to review projects and provide support to newer team members.
• Responsible for creating new hire training, along with ongoing training for the Services Team.
• Monitor administrative tasks of the Services team to ensure consistency and accuracy.
• Provide escalation support and back up for the Director of Professional Services.
• Join calls as needed to provide support to Project Managers when scoping custom specs.
• Assist with project assignment process.
• Assistance with conducting Scope Review calls with new customers.
• Provide additional support for creation of specification documents.
• Running professional training sessions - Internal and External.
• Provide customers with subject matter and business process consultations.
• Understand customer requirements, translating them into refined and specification documents.
• Provide resolution to project, implementation or customer issues.
• Create project documentation and procedures.
• Support customers to strategize and design the integration of StarRez software with other systems.
• Testing of products, custom tools or components.

Manager, Professional Services

• Manage a portfolio of high-value Strategic Partners, building strong, multi-threaded relationships
• Lead structured QBRs and ongoing partner check-ins to maintain alignment and performance
• Establish and track Partner Health metrics tied to revenue, engagement, and shared outcomes
• Own and maintain accurate partner data, including contracts, revenue tracking, and opportunity attribution
• Standardize reporting, dashboards, and performance scorecards across the partner portfolio
• Deliver clear, executive-ready performance updates to internal stakeholders and partner leadership
• Develop and implement partner value creation plans to drive measurable mutual growth
• Identify and support upsell, cross-sell, and co-sell opportunities within shared accounts
• Partner cross-functionally with Sales, Marketing, and Customer teams to embed partners into GTM strategy
• Build and manage a structured inbound partner qualification process to guide thoughtful ecosystem expansion

Partner Success Manager

Recruitment

• Oversee the entire recruitment lifecycle, ensuring an effective talent acquisition strategy aligned to the company’s global business objectives and a seamless and positive candidate experience.
• Leverage data-driven insights to refine recruitment process and improve efficiency.
• Lead, mentor, and develop a high-performing talent acquisition team.
• Work closely with the senior leadership team to understand business needs and translate them into actionable hiring plans.
• Drive best practices in sourcing, interviewing, and selection to ensure a high-quality talent pipeline.
• Develop strong relationships with internal stakeholders, hiring managers, and external partners.
• Build the company’s employer brand to share the StarRez value proposition for candidates and attract top talent globally.
• Represent the company at industry events, conferences, and networking opportunities.

Senior Director, Talent Acquisition

Customer Support

• Manage to successful resolution internal, external, and executive escalations
• Provide exemplary customer support and technical issue resolution of complex problems via phone, email, and chat.
• Meet performance objectives in call quality, customer satisfaction, and call handling
• Utilize critical thinking skills to analyze information and provide solutions
• Provide after hours and/or on-call coverage (scheduled in advance when possible)
• Monitor ticket and other possible issues in absence of Support Leadership
• Effectively communicate and partner with colleagues to assist in resolving client issues
• Provide specific expectations and timely follow up on all customer issues
• Facilitate screen connect sessions to aid customers in troubleshooting the product
• Guide and advise the Support team in conjunction with Team Leads and Customer Support Manager.
• May participate in the training of new team members
• May participate in the mentoring and development of existing team members.
• Review knowledge base article drafts
• Additional duties and projects as assigned and required by business need
• Travel as needed (less than 1% of the time) with advanced notice

Senior Support Representative

• Own the product vision, strategy, and roadmap for the Resident Intake & Retention domain across the full product lifecycle
• Drive roadmap prioritization and trade-offs to deliver measurable impact across acquisition, conversion, retention, and revenue
• Own product performance against key KPIs, including revenue, adoption, usage, and customer retention
• Develop and evolve pricing, packaging, and value propositions to optimize business outcomes
• Build deep customer and market insight through ongoing research, customer engagement, and win/loss analysis
• Lead data-informed, hypothesis-driven product development, using experimentation and metrics to guide decisions
• Partner with Product Owners, Engineering, Quality, and Design to ensure clear direction, strong execution, and high-quality delivery
• Collaborate cross-functionally with Sales, Marketing, and Customer Success to align priorities, support positioning, and deliver customer and business value