Client Success Manager

2 weeks ago


Scottsdale, Arizona, United States GoodNight Stay Full time
Position Overview:
The Owner Success Manager is essential in delivering PROMPT, EXCELLENT, and RESPECTFUL service to our Client / Property Owners. This role requires a proactive individual who can effectively manage client accounts and ensure a seamless onboarding experience for new homeowners.

Key Responsibilities:
  • New Owner Orientation: Clearly articulate the execution of the Property Management Agreement (PMA) terms to ensure proper property care and utilization of the Owner portal.
  • Owner Relationship Development: Build strong connections with Owners, relevant HOA personnel, and other authorized representatives.
  • Owner Information Management: Regularly update and audit property and owner profiles within our software systems.
  • Effective Communication: Serve as the primary liaison between owners and various company departments to address inquiries and facilitate owner requests in accordance with the PMA.
  • Incident Notifications: Inform owners of significant incidents or charges that fall below the approval threshold as defined in the PMA, and seek approvals for higher threshold items.
  • Property Inspections: Conduct thorough maintenance and housekeeping inspections at each property at least once per quarter, beyond routine checks by field operations staff.
  • Financial Oversight: Review service charges and necessary information for Owner Charges on monthly statements.
  • Market Insights: Provide proactive recommendations and insights to owners regarding local market conditions and property care through tailored communications.
  • Collaborative Efforts: Work closely with the General Manager, Director of Operations, and Founder on strategies for owner retention, referrals, branding, and business development.
  • Company Values: Uphold and promote the company's core values, mission, and vision to maintain brand integrity and standards.

Qualifications:
Essential Skills:
  • Proficient in general office and clerical tasks with excellent computer skills.
  • Outstanding communication abilities and time management skills.
  • Capability to handle sensitive materials with discretion.
  • Must possess reliable transportation and a valid driver's license.

Education and Experience:
  • Bachelor's degree in Business Management, Business Administration, or a related field is required; an M.B.A. is preferred.
  • Certification from the Institute of Certified Professional Managers (ICPM) is preferred.
  • A minimum of five years of relevant experience is required.

Compensation:
Good Night Stay offers a competitive salary along with medical, dental, and vision benefits, vacation and holiday time off, company-provided equipment, and various employee perks that enhance our culture and team dynamics.

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