Client Success Manager - Realync

Title: Client Success Manager

Realync - A Grace Hill Solution (hereinafter referred to as “Realync”), is seeking a Client Success Manager for our growing B2B SaaS multifamily technology company. This Remote Based position will be responsible for onboarding, supporting, managing and nurturing the engagement and retention of local, regional, and national enterprise clients.  Realync has experienced explosive growth with a defined market, proven opportunity, and a track record of success. We’re looking for hungry, self-starters with a background in SaaS service who are up for a new challenge, excited about hitting goals, and looking to have a lot of fun along the way!

What You Will Do:

• Client Onboarding
  • Guide new clients through the transition from the sales process to partnership run state 
  • Manage account setup, integration strategy, and user training
  • Record videos and deliver services in conjunction with on-site training and content creation, when necessary
• Client Success Management and Retention
  • Effectively set, communicate, and manage goals and milestones with the client and associated Realync executive sponsor
  • Build strong, long-term relationships with clients by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs
  • Serve as a product, company, and industry ambassador, keen on educating clients on the capabilities of Realync
  • Conduct (at minimum) quarterly client success reports to ensure clients optimize Realync’s product and service, issues are resolved proactively, and client goals are met
  • Evaluate risk management for each client and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the client lifecycle
  • Follow up with onsite teams (end users) based on usage, stage of community, time of year, and other milestones
  • Proactively communicate and strategize with each account to drive adoption, to ensure your assigned portfolio maintains at or above key performance indicators
  • Travel = 30%
• Client Success Strategy and Collaboration
  • Work with Realync leadership on setting, fine-tuning, and adjusting overall client success and account management strategies to ensure maximum retention and growth on assigned accounts
  • Be the liaison between Realync clients and our product team to capture user sentiment, feedback, and product enhancement ideas
  • Work with marketing to capture and communicate client success stories, quotes, and data
• Data Analysis & Reporting
  • Pull, analyze, manage, and effectively communicate Realync and client data for tracking performance and ROI

Who You Are:

• You understand that the client's success is your success
• You love data and are highly detail-oriented
• No challenge or complexity will stop you from finding a solution
• You enjoy being in a flexible and rapidly changing environment 
• You want to be fully immersed in a collaborative team
• You are resourceful - you are a master sleuth and seek to find answers before asking for help
• You own it - your role, career, and responsibilities 
• You're scrappy - you find a way, in, around, or through any challenge
• You consider your job description as only a guide

What You Have:

• 2+ years experience working in the multifamily industry and/or as a client success manager at a SaaS company (required)
• Exceptional service orientation, listening skills, presentation and coaching skills, and written and verbal communication skills
• Growth mindset - coachable, open to feedback, and dedicated to constant self-improvement
• Prior client-facing, client success, account management experience
• Ability to work independently and set/manage priorities and initiatives judiciously and efficiently
• Organized, self-starter, with strong interpersonal skills to work effectively and nurture strong relationships with cross-functional business partners
• Strong project management skills with the ability to manage multiple projects, clients, tasks and related communications simultaneously and within budget
• Technical skills: ChurnZero, Salesforce, Intercom, Slack, G-Suite & Microsoft Office Suite
• Driven by personal, team, and company achievement with a commitment to excellence