Customer Success Manager

4 weeks ago

Charlestown, United States Peacock Properties LLC Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Vision insurance

Customer Success Manager

The purpose of the Customer Success Manager (CSM) position is to assist with the day to day functions of the Quality Assurance team. The CSM will act as a liaison between our Boards of Trustees and Peacocks internal divisions for the purpose of ensuring an overall positive and effective working relationship.

Job Responsibilities include but are not limited to:
  • Collaborate with cross-functional teams to ensure a cohesive client experience.
  • Managing the annual meeting preparation process to include:
    • Communication between internal departments for the advanced preparation of agendas with summary of maintenance performed, future proposed maintenance, capital projects, financial review, and elections when applicable
    • Communication with Boards on topics they want covered at meetings
    • Presentation of meeting packages to Boards for review and edits in advance of meetings before ultimate distribution to all owners
    • Ensuring annual inspection reports complete for distribution to owners
    • Ensuring financial packages complete for distribution to owners
    • Ensuring proposal packages complete for presentation of major projects under consideration
    • Powerpoints for use as needed
    • Creation of post-meeting action items in maintenance task software and tracking to completion.
  • Assist Director of Quality Assurance with tracking and monitoring systems to ensure timely and accurate completion of tasks, resident requests; follows-up as needed or required to resolve discrepancies/problems.
  • Build a knowledge bank for frequently asked questions, liaising with our software team to publish educational content about our services and digital features.
  • Channel customer feedback into actionable insights for our cross functional teams.
  • Establish and monitor objectives to measure client success and satisfaction.
  • Produce and manage relevant reporting and dashboards to communicate the progress to multiple areas and levels within team and the client
  • Establish a structured communication plan and feedback loop.
  • Drafting Memos, emails, or making phone calls to trustees as needed
  • Other support functions to the Quality Assurance Division as needed

Qualifications
The ideal candidate will be a capable administrator whose employment history reflects experience associated with administrative functions. Must have a proven ability to track milestones and initiatives. Said candidate must also be proficient in the Microsoft Office Suite with an emphasis on Word, Excel and Outlook. In this fast paced office environment, the successful candidate will be able to multitask and prioritize so that deadlines are met in a timely and accurate manner. The candidate must possess strong attention to detail. A strong background in customer service, some basic knowledge of building structures and experience in coordinating and scheduling are essential. Excellent communication skills are a necessity. Job or personal history with, or inclination toward, property management would be a positive attribute.

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