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Summary:
- The company operates in the Self-Storage Real Estate industry, offering an AI-enabled SaaS solution.
- The SaaS solution helps self-storage operators automate the lien-to-auction process and manage delinquent tenant accounts.
- The company has been operating since 2020 and has quickly become a trusted partner in the self-storage industry across the US.
- The company’s goal is to automate and simplify tasks for self-storage operators, helping them maximize revenues and minimize bad debt.
- The company is growing quickly and building a talented leadership team.
Responsibilities:
- Build and maintain strong, long-term client relationships, serving as the primary point of contact for customer inquiries and support.
- Understand client needs and provide tailored solutions to meet their goals while ensuring customer satisfaction.
- Identify opportunities for upselling, cross-selling, and account growth, collaborating with internal teams to ensure seamless service delivery.
- Guide new clients through the onboarding process, providing hands-on support and training.
- Respond promptly and professionally to customer inquiries using Zendesk.
- Investigate and analyze customer issues to identify root causes and provide effective solutions.
- Maintain a deep understanding of the SaaS products, updating the knowledge base for customer self-service.
- Conduct product demonstrations and training sessions for customers.
- Actively gather customer feedback and share insights with the product development team.
- Maintain accurate and detailed records of customer interactions and resolutions in Zendesk.
- Collaborate with sales, marketing, and product teams to ensure a cohesive customer experience.
- Manage customer satisfaction and health scores through data-driven insights.
- Monitor customer risks and proactively address potential issues.
- Assist in operational support and special projects across different departments.
- Ensure customer accounts are compliant and on time.
Requirements:
- Bachelor’s Degree from a 4-year accredited institution or equivalent work experience.
- 2-3 years of work experience as an Account Manager in SaaS or Technology.
- Strong thirst for learning.
- Expertise in project and multi-task management.
- Experience in Delinquent Tenant Management and the Self-Storage Industry is a plus.
- Intermediate to Advanced Excel skills.
- Extreme attention to detail and the ability to notice errors.
- Strong verbal and written communication skills.
- Excellent customer service skills and ability to handle client communications respectfully.
- Ability to be a team player and work in a dynamic environment.
- Adaptability to different client expectations and procedures.
Benefits:
- The company offers a dynamic and rewarding field with opportunities for professional development.
- Growth prospects in a rapidly expanding company.
- Opportunities to work on exciting and tangible customer satisfaction impacts.
- Permanent, full-time employment as an Independent Contractor.
- Work-from-home position with Monday to Friday, 8:00 am – 5:30 pm EST schedule.
