Customer Success Manager - Maintenance Manager

Overview:

The Customer Success Manager/Regional Maintenance Manager oversees and coordinates maintenance projects within their assigned region, for a portfolio of assigned properties. The CSM must ensure all tasks are completed efficiently and to a high standard. Responsibilities include troubleshooting tenant issues, negotiating with vendors, managing repair deadlines, coordinating property turnovers, and tracking open repair projects. This role is customer facing and office based. This is not a field role.

This role is based in the Las Vegas office Monday through Friday. The specific schedule will be determined in coordination with the hiring manager.

Essential Duties and Responsibilities:

• Manage a portfolio of properties within the maintenance department.
• Provide exceptional customer service with a tenant-focused approach.
• Handle all standard work tasks with minimal supervision, including projects, emails, and internal communications via Slack.
• Track and report on maintenance activities daily, weekly, and monthly.
• Execute Key Performance Indicators (KPIs) and develop improvement plans for underperforming areas.
• Adhere to Bid Approval Standard Operating Procedures (SOPs).
• Assign tasks to vendors, ensuring prompt and quality completion of work.
• Coordinate with tenants to resolve emergency maintenance issues during business hours.

Other duties may be assigned as needed.

Qualifications:

To succeed in this role, candidates must demonstrate the following skills and abilities:

Technical Skills:

• Proficient in computer usage, including:
  • Excel
  • Google Sheets
  • Google Calendar
  • Google Drive
• Ability to utilize the Home365 portal, our ticketing system, and Asana.
• 7 years experience

Core Competencies:

• Customer-Centric Mindset
• Goal setting and achievement
• Strategic thinking and planning
• Prioritization and organization
• Time management
• Effective collaboration and communication