Job Type
Full-time
Description
Summary of Position :
The Specialist, Customer Success is responsible for managing customer success for the top 50 NAA product users. This will include developing and maintaining strong working relationships with the top 50 NAA product users by removing barriers to value. To facilitate long and short-term growth opportunities, metrics for success, customer retention and product engagement will be reviewed frequently with the Manager and other primary stakeholders. This role will require cross-team collaboration on topics such as special projects, strategic planning, solving customer problems, identifying new product solutions, and technical product enhancements. The Associate/Coordinator will also be responsible for information and support related to the full NAA Product Stack. This role may be required to develop and produce internal and external materials and virtual training related to a specific product, feature, or product category.
Principal Accountabilities :
Increase customer retention rate within the next year through proactive engagement, personalized support, and tailored solutions.
Improve customer satisfaction scores by addressing customer pain points, enhancing product usability, and delivering exceptional service.
Develop and implement a comprehensive onboarding program to ensure new customers achieve value quickly and effectively.
Increase upsell and cross-sell opportunities through proactive identification of customer needs and alignment of additional product offerings.
Establish and maintain strong relationships with key accounts, serving as a trusted advisor and strategic partner in their success and growth.
Reduce customer churn rate through early identification of at-risk customers, proactive intervention, and targeted retention efforts.
Gather customer feedback and insights to inform product development and enhancement efforts, ensuring alignment with customer needs and expectations.
Collaborate across a diverse group of stakeholders (e.g. business partners, legal, sales, marketing, integrated vendors, UX designers, user research, product managers and specialists, etc.)
Aid in product launch initiatives.
Meet product requirements and growth strategies.
Develop a detailed operational familiarity and understanding of NAA products, with a primary focus on how customers use the lease portal and forms in real-world practice.
Manage customer reporting, invoicing and communication for optimal product success.
Identify barriers which could stiffen growth opportunities and work with various stakeholders to provide valuable solutions to our customers.
Provide guidance and direction to colleagues, customers, and various stakeholders who may be unaware of how a product or related features may impact customers or stakeholders.
Identify inconsistencies with NAA's mission as it may relate to operationally impractical solutions for Rental Housing owners & operators.
Answering all product-related questions and addressing queries promptly.
Remain informed on various NAA projects and new initiatives as they may relate to various products.
Perform product demonstrations for customers, staff, and other stakeholders.
Schedule top-50 customer touchpoints and attend meetings as required.
Make helpful product recommendations to increase customer engagement.
Investigate customer data for errors and make appropriate updates for accuracy.
Required to use good judgment when making decisions for customer escalations.
Find new avenues to cross promote the NAA product offerings.
Competencies : Empathy
Communication proficiency
Organizational skills
Critical Evaluation
Technical capacity
Cultural Awareness
Relationship Management
Ethical Practice
Supervisory Responsibilities :
This position has no supervisory responsibilities.
Travel :
Little to no travel is expected for this position.
Required Education and Experience : College degree or customer service equivalent experience.
2-3 years experience in customer service
3 + years rental housing owner / operator or property management experience required.
Ability to memorize details like product specifications.
Ability to empathize and articulate verbally to engage and inspire customers.
Strong organization and prioritization skills; the ability to learn quickly; attention to detail; implementing and managing business processes and workflows; working quickly and accurately with spreadsheets and Word documents; and communicating effectively in a group environment with colleagues, customers, and outside service providers.
A strong growth mindset and Deadline-driven
Preferred Education and Experience : Bachelor's degree in a relevant field
2-4 years experience in customer service
1-2 years experience in product/ project management.
Experience in membership-driven trade or professional association, or national non-profit organization
Familiarity with Salesforce, Zendesk, Adobe Acrobat, Asana, Document Management Systems, and Microsoft Office products
Requirements
Competencies : Empathy
Communication proficiency
Organizational skills
Critical Evaluation
Technical capacity
Cultural Awareness
Relationship Management
Ethical Practice
Supervisory Responsibilities :This position has no supervisory responsibilities. Travel :Little to no travel is expected for this position. Required Education and Experience : College degree or customer service equivalent experience.
2-3 years experience in customer service
3 + years rental housing owner / operator or property management experience required.
Ability to memorize details like product specifications.
Ability to empathize and articulate verbally to engage and inspire customers.
Strong organization and prioritization skills; the ability to learn quickly; attention to detail; implementing and managing business processes and workflows; working quickly and accurately with spreadsheets and Word documents; and communicating effectively in a group environment with colleagues, customers, and outside service providers.
A strong growth mindset and Deadline-driven
Preferred Education and Experience : Bachelor's degree in a relevant field
2-4 years experience in customer service
1-2 years experience in product/ project management.
Experience in membership-driven trade or professional association, or national non-profit organization
Familiarity with Salesforce, Zendesk, Adobe Acrobat, Asana, Document Management Systems, and Microsoft Office products
Salary Description
$55,000 - $60,000
