Customer Success Manager - Sydney, Australia - Property Me

Property Me

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Join the National Leader in Cloud-Based Property Management

PropertyMe is Australia's #1 property management platform with over 5,000 real estate agencies and 1.5 million properties on the platform.

Our high-performing Customer Success team helps drive continued massive growth year on year. An opportunity has arisen for an experienced and talented Customer Success Manager to join our team.

Our Story:

PropertyMe is on a mission to build the easiest, simplest and most user-friendly property management software in the country, and we're already halfway there

From humble beginnings in 2013, we're a bootstrapped tech startup that had a vision of an easy-to-use cloud-based software that can make even the toughest of rental portfolios easier to manage.

Since then, we've amassed 53% of the market share to become the largest and most complete cloud property management platform in Australia and New Zealand.

We now assist the real estate industry with:

Processing over $1 billion every month
Facilitating over 4.1 million conversations
Coordinating over 1.1 million inspections every year.

We've hustled from the start, with incredible vision from the founders, we've managed to get to this point with no funding.

The only ones investing in our future are us, and the world's our oyster

**Your mission
The purpose of this role is to deliver on four key customer areas - utilisation, retention, engagement and upsell. Our focus on customer success is to understand the customer journey and be the voice of the customer.

They will work closely with our carefully segmented clients to ensure that they are using the PropertyMe product well and that they feel supported.

Role Responsibilities *- Build the baseline for a trusted business relationship with new and existing customers

Maintain and exceed targets for utilisation, retention, engagement and upsell within your designated portfolio
Manage customer conversations regarding new users, training opportunities, acquisitions, escalations and general business consultancy
Maintain set targets for NPS identifying attractors and detractors in the business
Identify upsell opportunities for customers in your segmentation, and work to help the customer see value in investing further in our platform through webinars and demonstrations
Identify Opportunities and support clients by promoting and inviting them to relevant training sessions/programs
New users
Frequent callers
Low utilisation customers
Delivery of health checks (around product utilisation) to present back to customers
Manage customer cancellation enquiries and cancellations, identify opportunities to save the cancellation
Collate data and share regularly with your peers and leadership team to advocate for the customer
Maintain your portfolio of customers through Salesforce, show confidence in talking through your portfolio and opportunities
Assist the business with special projects associated with retention, utilisation and adoption of specific features as instructed by your team leader

Who are you? You consider yourself

Client-Centric:

You have a deep understanding of the importance of putting the client at the centre of everything you do.

You are committed to ensuring that our clients not only succeed but thrive using our platform.

Communication Expert:
Your strong communication and interpersonal skills allow you to build genuine relationships with clients. You excel at active listening and can understandably convey complex information.

Proactive and Self-Motivated:
You are a self-starter who takes the initiative to identify opportunities for improvement and growth. You're not just responsive but also proactive in addressing client needs and helping them achieve their goals.

Problem-Solver:
Your problem-solving skills are top-notch.

You have a talent for identifying and addressing challenges and finding creative solutions that benefit both clients and the company.

Organised and Efficient:
You're highly organised, efficient, and capable of managing multiple client relationships simultaneously. You can handle clients' requests and inquiries promptly and professionally.

Knowledgeable:

While it's not a strict requirement, a background in the property management or real estate industry is a valuable asset.

Your industry knowledge will allow you to relate to our client's unique needs and challenges.

**Experience

Previous experience in Property Management, Real Estate is desirable
Being familiar with PropertyMe is a plus
Previous experience in customer success, account management, or clientfacing roles
Strong communication and interpersonal skills, with the ability to build strong relationships with clients
Proactive and selfmotivated, with a passion for helping clients achieve their goals
Strong problemsolving abilities and the capacity to think creatively to find solutions
Excellent organisational and time ma