What are the responsibilities and job description for the Client Success Manager position at Lessen?
In this role, you will be responsible for solutioning maintenance and facilities programs as well as driving growth, renewals, and value with our SaaS clients. You would be an early member of our proactive and dynamic Client Success team and have the chance to work cross-functionally with sales, product, and strategy teams to improve and transform how Lessen’s customers achieve maintenance operations efficiencies.
You’ll create customer success plans for each customer that include onboarding for long term, sustained, adoption and value realization. You’ll build proactive customer playbooks to engage your customers 1 on 1 to uncover their needs and goals and work to align Lessen’s products and services to help customers achieve the outcomes they’re looking for.
Your role is to be an agent of change, a business transformation consultant, and a relationship manager for property management companies that are looking to modernize, drive efficiency, and think creatively about their approach to managing maintenance operations.
\n- Be the expert - use your industry and product knowledge to position solutions and ensure customer success.
- Manage our customers - driving adoption and outcomes leading to renewals, expansion, and advocacy across your book of business.
- Review user analytics to understand which customers are getting value and which customers are under-utilizing key features that could help bring them more value.
- Implement strategies and work directly with customers to help them maximize the value they are getting from Lessen.
- Serve as a liaison between clients and our product/technical team to resolve any issues and advocate for customers, and to provide feedback on new and existing features.
- Help manage and respond to customer support tickets during onboarding while determining a strategy to improve our processes.
- Ensure a seamless onboarding experience for new customers by proactively driving implementation, training, and adoption.
- Proactively create resources for customers that help them fully understand and utilize Lessen’s products and services.
- Travel as needed to visit client offices in person (30%)
- Project Management
- Ability to thrive in a fast-paced, cross-functional environment
- Taking the initiative to create or change processes
- Ability to create structure in ambiguous situations and design effective processes
- Persuasive speaking skills
- Persistent with follow-up
- Adept at relationship management
- Experience with Excel, PowerPoint, or other web-based presentation technology
- Bachelor’s degree in Real Estate, Business Administration, or related construction fields or equivalent experience in property management, construction
- 5 -7 years of experience in property management, specifically on-site maintenance operations
- Experience in the real estate, property management, or construction industry is highly preferred
- Proptech experience preferred
- SaaS consulting or customer success background preferred
