What are the responsibilities and job description for the Client Success Manager position at MRI USA?
From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you. Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special. And we’re passionately dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future. We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our HQ in Solon, Ohio. The Role: As the Customer Success Specialist for OnLocation PPM, you will be a product expert and trusted advisor, guiding customers through various communication channels, including our support ticketing system (Salesforce), email, phone, and video conferencing. You will collaborate with customers on a global level to build strong relationships, ensuring they fully utilize their OnLocation account. Your goal is to maintain customer satisfaction and continued business by providing support and guidance throughout their lifecycle, ultimately increasing retention and driving account expansion. Additionally, you will play a key role in supporting the Channel team by providing sales reports, managing collateral needs, and tracking pipeline activities. The ideal candidate will be professional, self-motivated, proactive, and results-oriented, dedicated to delivering high levels of customer satisfaction through world-class customer success services. Responsibilities: Build and foster strong relationships with North America and EMEA-based customers to minimize churn and drive expansion. Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan. Develop and apply specialized knowledge of the OnLocation application to proactively support customers' success plans. Engage with customers at scheduled intervals based on our touchpoint framework. Proactively analyze customer product usage data and take necessary actions to mitigate risk, improve adoption, and reduce churn. Regularly assess, plan, and document customer success journeys in Salesforce. Collaborate across teams: Partner with the Channel team, Finance, Support, and Development to deliver seamless and impactful customer experiences. Deliver value: Provide personalized recommendations, lead product demonstrations, paid training sessions, and host webinars to guide customers through their journey. Showcase product expertise: Develop a deep understanding of OnLocation and its advanced features to help customers optimize their use of our tools. Create scalable resources: Develop content like video tutorials, best-practice guides, and email campaigns to support customer success at scale. Manage North America and EMEA lead passing to partners. Support the Channel team by providing sales reports, ensuring necessary collateral is available, and tracking pipeline activity. Work closely with the Finance team on customer renewals and price increases. Resolve client issues promptly by working closely with internal teams, such as Support and Development. Monitor client satisfaction through regular feedback collection and make recommendations for service improvements. Help clients understand technical details and guide them through complex processes in simple, clear language. Prepare and present reports on customer feedback and project outcomes to identify trends and areas for improvement. Identify opportunities to enhance the customer experience and work on strategies for retention and growth. Required Skills, Abilities and Qualifications Proficiency with CRM software (e.g., Salesforce) and other customer success tools is a plus. Expertise in Microsoft Office Suite. Basic understanding of SaaS solutions and sales. 2 years of relevant work experience in a customer-facing Customer Success or Account Management role. 3-5 years of experience in customer service, account management, or a client-facing role (experience in SaaS sales or support preferred). Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients. Strong interpersonal skills with the ability to build and maintain positive client relationships. Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously. Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively. A customer-first attitude and a commitment to ensuring client satisfaction. Adaptability to rapidly changing environments and customer requirements. Strong analytical skills to evaluate, solve, and document customer issues for escalation. Commitment to follow through and resolve problems diligently. Strong sense of urgency and accountability. Ability to work remotely while actively contributing to a global team. Who we're looking for Strong written, oral, and interpersonal communication skills with the ability to initiate and manage relationships over the phone, email, and via Teams presentations. Excellent listening skills to fully understand customer needs and frustrations. Ability to communicate complex technical topics clearly to users of varying technical expertise. Strong problem-solving skills and the ability to handle challenging situations effectively. Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously. Strong analytical skills to assess, track, and report on customer engagement and success metrics. Commitment to follow through and ensure customer success. A proactive and results-driven approach with a strong sense of accountability. Ability to self-manage and maintain flexible working hours. Ability to work remotely while actively contributing to a global team. Where we work Willing to work 08:30 AM - 5:30 PM in North America. In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a MRI Software workspace in one of our MRI Software offices. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person. We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit Invest in our competitive 401k plan and help set you up for your future Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s) Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year Further your professional development and growth with our generous Tuition Reimbursement offerings Enjoy the flexibility of working from anywhere in the world for two weeks out of the year At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move! MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space. Amazing growth takes amazing employees. Are you up to the challenge? We are not accepting unsolicited resumes from agencies and/or search firms for this job posting. Environmental Conditions This person will work predominantly in an office type environment. Physical Demands While performing the duties of this job, the employee is regularly required to sit up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee may be required to work at a computer work station for more than 5 hours a day. Mental Demands Reading, studying focused listening, auditing, inspecting, proofreading, and evaluating required. Ability to give, receive, and analyze information and prepare written materials. Ability to communicate effectively (verbal and written); interpret policy, procedures, and data. MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.
