Senior Counterparty Analyst
S&P Global
Customer Success Manager
StarRez, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the primary point of contact and trusted advisor for assigned customers
- Develop strong relationships 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 StarRez solutions
- Analyze customer usage metrics, gather feedback, and run NPS surveys to identify areas for improvement and growth
- Anticipate customer needs, offer strategic recommendations, and identify expansion opportunities
- Handle escalations, take ownership of issues, and ensure timely resolution through proper channels
- Act as subject matter expert offering best practices and business process guidance
- Track outstanding implementation items and collaborate with internal teams to ensure timely delivery
- Help customers design and strategize integration of StarRez with other systems
- Develop project plans, procedures, and internal documentation to support ongoing customer success
- Work cross-functionally to provide escalation support, track project timelines, and ensure a seamless customer experience
- Report to the Team Lead, Customer Success; travel approximately 5%
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 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
- Preferred: 3+ years of experience utilizing StarRez, THD, or Mercury software as a Power User
- Strong interpersonal communication skills
- Customer focus with patience, empathy, and authenticity
- Ability to establish excellent relationships with customers through active listening and setting expectations
- Drive for results and resolution of customer concerns
- Ability to think logically and analytically in a problem-solving environment
- Ability to manage multiple projects and customers
- Strong organizational skills and attention to detail
- Ability to prioritize time and meet deadlines
- Ability to work effectively in a team environment and independently
- Proactive and take initiative, exercising foresight to add value to the customer, team, and business
