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This Jobot Job is hosted by : Merwan Zattam

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Salary : $70,000 - $93,000 per year

A bit about us :

Founded in 1996, we the forefront of business and real estate technology services. We bring industry-leading insights and expertise to every engagement, enabling our clients the ability to maintain a competitive edge.

As a leading real estate solutions provider, we are a member of Yardi’s Independent Consultants Network, MRI Software’s Partner Connect network, and the RealPage Certified Consulting Program.

We work with multifamily, student housing, affordable, retail, industrial and commercial real estate owners and operators, property management firms, institutional investors, and real estate brokers nationwide, many of whom are among the real estate industry’s largest and most prestigious leaders.

We are Strategic Partners with leading software vendors to bring best-in-breed solutions to every client.

Why join us?

We offer a competitive salary in addition to health benefits, PTO, and 401k. As a rapidly growing company there is room for personal development, and upward mobility.

Job Details

REPORTS TO

Reports to Senior Director, Support Services

SUMMARY

Support Services Optimization Specialist is the expert in their line of business (Commercial, Residential, Mixed Use, Flex Space, Senior Living, Student House, etc.

As a member of the Support Services and help desk team, you will be asked to assist with help desk tickets, analyze ticket data, provide clients with ideas to improve efficiency, improve use of the technology platform, suggest training opportunities, suggest new technologies, new modules, and new functions.

Support Services Optimization Specialists also are asked to join task forces for special projects, some of which are internal business process enhancements.

You ensure that our clients are not just buying the product, you are ensuring they have a positive experience with the implementation and ongoing support.

To this end, you will talk with clients, collect data, configure and customize features, define goals and provide training.

For projects, you will report to the Project Manager, while simultaneously working with a small team of other implementation specialists.

Although you spend most of the time in a home office, you may be asked to meet with clients at their offices, to our company meeting and industry conferences.

DUTIES AND RESPONSIBILITIES

• Understand and discuss the value of the systems you are supporting
• Support clients based on contracted Service Level Agreements (SLAs)
• Review support requests and determine areas that clients can use technology and best practices to improve efficiency and their technology platform
• Create analytics for each client and across all clients to strengthen our company to offer new products and services to be an PropTech industry leader
• Develop content, ask questions and lead discussions with our clients to ensure we understand their needs now and in the future and be able to provide a high level of service : talk with the client to get a detailed picture of what the client wants, needs and desire to identify the unique priorities of each client and project
• Work with team members and clients in a professional, patient, and supportive manner
• Excellent time management : make certain you meet due dates, internal / external project team members are held accountable
• Manage your project tasks according to the project plan, understanding the project goal and taking initiative to maximize our clients’ investments in the software and our consulting services
• Identify the client’s main goals : use that information to customize the client’s system to suit their individual needs.

This typically involves tasks such as importing data, designing interfaces, modifying configuration options and designing / scoping custom reports

• Training : Design training curriculum, agendas, training exercises and demonstrate the system and its features. Train the client how to use the system and follow up to ensure the training met or exceeded expectations
• Support : Be available for onsite and offsite support to ensure the client is using the system to the best of their ability and maximizing their use of the platform
• Lead professional / business meetings in person, web meetings and over the telephone
• Continuously evolve and direct personal growth and training for maximize your value in this position. Stay up to date on software and related technologies that affect our internal team and our clients’ industries
• Maintain positive and strong relationships with our internal team and our software vendors
• Some travel is required
• Performs other related duties as assigned by management

RESPONSIBILITIES

• This job has no direct supervisory responsibilities
• Carries out responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

QUALIFICATIONS

Successful Client Service Associates are detail-oriented, results-driven individuals who will do whatever it takes to meet a client’s needs.

They are just as adept at solving complicated technical problems as they are at conversing with clients, and they always maintain an air of professionalism.

In addition to these general skills and personality traits, employers are looking for Implementation Specialists with the following skills :

• 5 or more years of Yardi Systems software experience required
• 2 or more years of public speaking, leading in-person training required
• Microsoft Office, Microsoft Teams, Microsoft 365 experience preferred
• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and / or training, or equivalent combination of education and experience.

PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands : While performing duties of this job, employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls;

reach with hands and arms; balance; stoop; crouch; bend; talk; and hear. The employee must occasionally lift and move up to 10lbs.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.

Last updated : 2024-08-02