Customer Success Associate

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Take charge of the daily influx of support emails and client chat inquiries.

• Engage with clients, collect relevant information, and outline clear next steps.

• Prioritize requests and direct issues to the appropriate channels.

• Monitor requests until completion, providing clients with updates and follow-through.

• Manage a small portfolio of assigned clients through regular maintenance and check-ins.

• Maintain a consistent communication schedule and track outstanding items, requests, and follow-ups.

• Actively identify risks, recurring challenges, and anticipated needs for the Customer Success Manager team.

• Collaborate with CSMs to fulfill client setup and launch requirements.

• Initiate assigned tasks promptly upon receipt of new orders.

• Ensure accurate documentation for both internal teams and clients.

• Investigate and resolve client issues utilizing available tools and documentation.

• Identify and document recurring problems, escalating them as necessary.

• Spot potential bugs and provide technical teams with detailed notes, reproduction steps, and impact assessments.

• Create and oversee social media posts for clients.

• Assist in managing client reputation.

• Undertake special projects in collaboration with the marketing manager as required.

⛳️ Requirements

• Must reside in Pennsylvania, New Jersey, or Delaware.

• Demonstrated accountability and initiative.

• Ability to excel in a fast-paced, request-oriented environment.

• Exceptional customer-facing communication abilities through email and chat.

• Strong judgment and problem-solving capabilities.

• Excellent organizational and time management skills.

• Quick to learn detailed services and articulate them clearly to clients.

• Proficient in using Google Workspace (G Suite).

• Daily familiarity with Slack, Teamwork Projects, and Teamwork Desk.

• Comfortable utilizing ChatGPT as a productivity tool.

• Previous experience in Customer Success, Support, or Account Services is preferred.

• Experience with property management clients and/or PMS systems like Yardi, RealPage, or AppFolio is preferred.

• Comfortable troubleshooting software workflows and translating issues into clear internal documentation is preferred.

🏝️ Benefits

• Fully remote work environment.

• Opportunities for career growth and advancement.

• Competitive compensation package.

• Generous paid time off (PTO).

• Comprehensive healthcare coverage.

• 401K plan with a generous matching contribution.