Customer Success Manager

3 weeks ago

Sydney, Australia Property Me Full time

**Join the National Leader in Cloud-Based Property Management**

PropertyMe is Australia's #1 property management platform with over 5,000 real estate agencies and 1.5 million properties on the platform.

Our high-performing Customer Success team helps drive continued massive growth year on year. An opportunity has arisen for an experienced and talented Customer Success Manager to join our team.

**Our Story**:
PropertyMe is on a mission to build the easiest, simplest and most user-friendly property management software in the country, and we’re already halfway there

From humble beginnings in 2013, we’re a bootstrapped tech startup that had a vision of an easy-to-use cloud-based software that can make even the toughest of rental portfolios easier to manage.

Since then, we’ve amassed 53% of the market share to become the largest and most complete cloud property management platform in Australia and New Zealand.

We now assist the real estate industry with:

- Processing over $1 billion every month
- Facilitating over 4.1 million conversations
- Coordinating over 1.1 million inspections every year.

We’ve hustled from the start, with incredible vision from the founders, we’ve managed to get to this point with no funding. The only ones investing in our future are us, and the world’s our oyster

**Your mission
The purpose of this role is to deliver on four key customer areas - utilisation, retention, engagement and upsell. Our focus on customer success is to understand the customer journey and be the voice of the customer. They will work closely with our carefully segmented clients to ensure that they are using the PropertyMe product well and that they feel supported.

**Role Responsibilities **️**
- Build the baseline for a trusted business relationship with new and existing customers
- Maintain and exceed targets for utilisation, retention, engagement and upsell within your designated portfolio
- Manage customer conversations regarding new users, training opportunities, acquisitions, escalations and general business consultancy
- Maintain set targets for NPS - identifying attractors and detractors in the business
- Identify upsell opportunities for customers in your segmentation, and work to help the customer see value in investing further in our platform through webinars and demonstrations
- Identify Opportunities and support clients by promoting and inviting them to relevant training sessions/programs
- New users
- Frequent callers
- Low utilisation customers
- Delivery of health checks (around product utilisation) to present back to customers
- Manage customer cancellation enquiries and cancellations, identify opportunities to save the cancellation
- Collate data and share regularly with your peers and leadership team to advocate for the customer
- Maintain your portfolio of customers through Salesforce, show confidence in talking through your portfolio and opportunities
- Assist the business with special projects associated with retention, utilisation and adoption of specific features as instructed by your team leader

**Who are you? You consider yourself**

**Client-Centric**: You have a deep understanding of the importance of putting the client at the centre of everything you do. You are committed to ensuring that our clients not only succeed but thrive using our platform.

**Communication Expert**: Your strong communication and interpersonal skills allow you to build genuine relationships with clients. You excel at active listening and can understandably convey complex information.

**Proactive and Self-Motivated**: You are a self-starter who takes the initiative to identify opportunities for improvement and growth. You're not just responsive but also proactive in addressing client needs and helping them achieve their goals.

**Problem-Solver**: Your problem-solving skills are top-notch. You have a talent for identifying and addressing challenges and finding creative solutions that benefit both clients and the company.

**Organised and Efficient**: You're highly organised, efficient, and capable of managing multiple client relationships simultaneously. You can handle clients' requests and inquiries promptly and professionally.

**Knowledgeable**: While it's not a strict requirement, a background in the property management or real estate industry is a valuable asset. Your industry knowledge will allow you to relate to our client's unique needs and challenges.

**Experience
- Previous experience in Property Management, Real Estate is desirable
- Being familiar with PropertyMe is a plus
- Previous experience in customer success, account management, or client-facing roles
- Strong communication and interpersonal skills, with the ability to build strong relationships with clients
- Proactive and self-motivated, with a passion for helping clients achieve their goals
- Strong problem-solving abilities and the capacity to think creatively to find solutions
- Excellent organisational and time ma

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