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Client Success Manager

2 months ago

Scottsdale, Arizona, United States GoodNight Stay Full time
Position Overview:
The Owner Success Manager is crucial in delivering PROMPT, EXCELLENT, and RESPECTFUL service to our Client / Property Owners. This role requires the individual to be based in the respective area to regularly visit owner properties and attend scheduled meetings with owners.

Key Responsibilities:
  • New Owner Orientation: Clearly explain 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 in our software systems.
  • Effective Communication: Serve as the primary liaison between owners and various company departments to address inquiries and coordinate owner requests as per the PMA.
  • Incident Notifications: Inform owners of significant incidents or charges that fall below the non-approval threshold outlined in the PMA and seek approvals for items exceeding this threshold.
  • Property Inspections: Conduct thorough maintenance and housekeeping inspections of each property at least once per quarter, beyond routine checks by field operations staff.
  • Financial Oversight: Review service charges and relevant information for Owner Charges on monthly statements.
  • Market Insights: Provide proactive recommendations and insights to owners to enhance their understanding of local market conditions and property care.
  • Collaboration: Work closely with the General Manager, Director of Operations, and Founder on owner retention, referrals, branding, and business development strategies.
  • 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.
  • Excellent computer literacy.
  • Outstanding communication skills.
  • Strong time management and prioritization abilities.
  • Understanding of sensitive material handling.

Requirements:
  • Reliable personal transportation and a valid driver's license.
  • Willingness to undergo a background/reference check.
  • Ability to navigate stairs with reasonable accommodation.

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.