Customer Success Manager (Remote)

POSITION SUMMARY

As a Customer Success Manager, you will play a pivotal role in ensuring the ongoing success and satisfaction of our customers. In addition to customer relationship management, your responsibilities will encompass overseeing project management of the onboarding process for new clients, training, driving value to our customers through adoption, and identifying growth opportunities and risk mitigation.

Fortress Technology Solutions is a property management software technology company based in Nashville, TN. We are a privately funded startup with a solid growth trajectory since day one. To surpass the market leaders in a $2 billion industry, we need team members who are passionate about challenging the status quo, love making the complicated feel simple, and believe that there's nothing more important than building software that is delightfully beautiful and remarkably functional.

To be an effective Fortress teammate, you will need to:

• Have a great attitude
• Have high expectations
• Think BEYOND the box
• Work with passion
• Have a tireless work ethic
• Be flexible
• Be confident
• Be self-sufficient and self-motivated
• Take pride in your work
• Be a good listener
• Offer a solution with every problem
• Go above and beyond for everyone you support

ESSENTIAL JOB FUNCTIONS:

• Own the customer relationship as the main point of contact from the start of onboarding through their lifecycle.
• Make our customers feel special and identify ways to continually do so.
• Capture the voice of the customer and relay it internally.
• Conduct milestone meetings, including weekly touch bases, monthly feedback sessions, and quarterly business reviews.
• Facilitate contract renewals.
• Ensure CRM is updated with relevant meeting notes, next steps, and important customer details.
• Improve customer experience.
• Upsell services and products to grow the customer's annual contract value.
• Oversee project management of the onboarding process for new clients, ensuring a smooth transition and timely delivery.
• Ensure the project management software is consistently updated throughout the onboarding process.
• Assist in creating and conducting training and education sessions for current customers and customers going through onboarding.
• Assist customers with navigating our solution.
• Help our customers with Fortress integrations and ensure they have a direct point of contact when needed.
• Understand and promote the value of the product.
• Provide first-line support to customers, answering their questions and providing tutorials.
• Partner with customer support to submit and escalate support tickets when needed.
• Critically evaluate customer needs and processes to create best practice recommendations.
• Utilize knowledge of Property Management & Affordable Housing programs to create recommendations on operational workflows.
• Contribute to internal enablement and the knowledge base.
• Remain flexible to assist in other CS roles or initiatives as needed.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.

SPECIFIC EDUCATION OR EXPERIENCE:

• 5 - 7 years of experience in property management required
• Experience in affordable Housing (Tax Credit, RD and HUD) preferred
• Ability to learn and use WalkMe
• Ability to learn and use Hubspot
• Ability to learn and use ClickUp
• Must be able to meet deadlines
• Organized and effective project manager
• Excellent interpersonal and written communication skills
• Self-starter and results oriented
• Ability to work effectively within a team

TRAVEL REQUIREMENTS

• 10-20% travel may be required for customer trainings /events and/or strategic in-person meetings

The Fortress Experience

We're creating a different kind of company at Fortress Technology Solutions. We promise we will never be ordinary. You will be challenged by your team to achieve more and to identify innovative solutions to challenging problems, and you'll accomplish more than you ever thought possible. If you believe in yourself, enjoy a challenge, and appreciate working with exceptional people, Fortress Technology Solutions is the place for you.

We recruit, hire, train, promote, and compensate employees based upon factors such as work quality, behavior, training, and experience. In compliance with local, state, and federal laws, we provide equal employment opportunity regardless of race, color, creed, national origin, protected age category, gender, sexual orientation, religion, marital status, military status, or physical or mental disability of any individual who is otherwise qualified.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Elmington Property Management makes hiring decisions based solely on qualifications, merit, and business needs at the time.