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Customer Success Manager

2 weeks ago

Remote, Australia StarRez Full time $90,000 - $120,000 per year

About StarRez

StarRez is the global market leader in student housing software and residential community management. Our cloud software solutions serve 1,300 institutions, in 25 countries, with over 3 million beds. With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience. Along with the recent combination of Adirondack Solutions, Seattle Technology Group, RMS, and CollegePads, this growing scale enables even greater opportunities to expand community value through our product capabilities and services. We provide opportunities for students and residents to Thrive

The Role

The Customer Success Manager is responsible for managing customer health, maximizing efficient and valuable system usage, overall customer satisfaction and lifetime value. They are responsible for ensuring positive customer health, building long-term relationships and proactive problem-solving.

You will be a strategic and supportive partner for customers throughout their lifecycle. You are focused on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues, regularly communicating with customers and helping the business with upsell generation and creating customer adovcates.

Role Specifics

  • Work Location: AU Remote (QLD, NSW, VIC or SA)
  • Travel: up to 10% [The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.]
  • Reporting Structure: Reports to Director of Customer Success

What You Will Own

CSM Responsibilities

  • Orchestrate relationship with assigned customers through regular, meaningful engagement cadences
  • Work with customers to establish critical goals to aid the customer in best use of their products
  • Measure and monitor customer's achievement of key performance indicators
  • Establish regular cadence with each assigned customer to ensure product adoption and value
  • Provide escalation back up for partnering departments
  • Provide project plan updates and tracking of on time delivery

Major Accountabilities

  • Drive customer retention by staying ahead of customer needs and offering insights into functionality and problem solving
  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback
  • Spur customer account retention and growth through deep knowledge of the product/service and the customer's needs by making logical expansion recommendations
  • Understand customer requirements, translating them into refined and specification documents appropriate for other internal departments
  • Follow up with customers on undelivered items from implementation and connect with appropriate internal resource to deliver
  • Provide customers with subject matter and business process consultations throughout the Customer Success Program
  • Provide resolution to customer issues, following proper escalation procedures based on internal practices
  • Manage customer escalations by being first point of contact. Take ownership of customers issues and follow problems through to resolution
  • Create project documentation and procedures
  • Support customers to strategize and design the integration of the StarRez software with other systems
  • Teaching customers the testing of products, preparation for business processes throughout their calendar year, and internal documentation strategies

Required Qualifications

  • Bachelor's degree, Associate Degree or 6+ years equivalent relevant professional experience
  • 3+ years of experience working in University or College Housing, Residence Life, OR Student accommodation/reservations systems OR relevant database management experience
  • Familiarity with the student accommodation sector, including operational processes, resident lifecycle, and stakeholder engagement within tertiary education environments
  • Work effectively in a team environment and/or work independently as needed
  • Be proactive and take initiative in all aspects of your work exercising foresight in how to add value to the customer, team, and business

Preferred Qualifications

  • Huge advantage if you have experience using StarRez software, or any other Property Management Enterprise-level software.
  • Property management experience, including process ownership or team leadership
  • Strong interpersonal communication skills & constant Customer focus with patience, empathy, and authenticity
  • Big picture thinker, the ability to look at the collective good of the customer and the business
  • Demonstrated ability to establish excellent relationships with customers through active listening, seeking to understand, and setting expectations
  • Drive for results through resolution of customer concerns
  • Ability to think logically and analytically in a problem-solving environment and to manage multiple projects and customers
  • Exhibit great organizational skills and attention to detail with the ability to prioritize your time and activities to meet deadlines

Reasons to join our Team:

  • You will be part of a vibrant and supportive culture, with weekly team lunches.
  • We are a flexible and hybrid workplace.
  • You will have access to professional development opportunities.
  • Be part of a global team, participate in monthly global meetings and partner with team members in different countries.
  • Z-Factor: Our most celebrated value, you will work with a team of caring, energetic, high-performing, and passionate people who have fun supporting our vision, innovation & continuous improvement.

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.