Customer Success Manager | US | 2024-061

About StarRez

StarRez, Inc. is the leading student housing and property management platform in the world. Our cloud software solutions serve 1,300 institutions in 25 countries to over 3.5 million residents. With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience. Along with the recent combination of Adirondack Solutions and RMS, this growing scale enables even greater opportunities to expand community value through our product capabilities and services. We provide opportunities for students and residents to Thrive!

StarRez is a portfolio company of Vista Equity Partners, one of the largest and most respected private equity firms in the world.

The Role

The Customer Success Manager should be customer focused, proactive, enthusiastic, and accountable. Ideally, you will have had experience using a housing management software solution in a higher education or conference management setting. This role will be primarily supporting our StarRez solutions product line. Experience using the StarRez product in the Housing operations setting is required.

We are looking for applicants who are higher education housing and conference experts and would be considered StarRez application power users. Applicants should be able to analyze adoption and usage metrics to provide coaching and direction on how to get the most value from their housing management software investment.

Role Specifics

• Work Location: Remote, US

What You Will Own

CSM Responsibilities

• Orchestrate relationship with assigned customers through regular, meaningful engagement cadences
• Work with customers to establish critical goals to aid the customer in best use of their products
• Measure and monitor customer's achievement of key performance indicators
• Establish regular cadence with each assigned customer to ensure product adoption and value
• Provide escalation back up for partnering departments

• Provide project plan updates and tracking of on time delivery

Major Accountabilities

• Drive customer retention by staying ahead of customer needs and offering insights into functionality and problem solving
• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback
• Spur customer account retention and growth through deep knowledge of the product/service and the customer’s needs by making logical expansion recommendations
• Understand customer requirements, translating them into refined and specification documents appropriate for other internal departments
• Follow up with customers on undelivered items from implementation and connect with appropriate internal resource to deliver
• Provide customers with subject matter and business process consultations throughout the Customer Success Program
• Provide resolution to customer issues, following proper escalation procedures based on internal practices
• Manage customer escalations by being first point of contact. Take ownership of customers issues and follow problems through to resolution
• Create project documentation and procedures
• Support customers to strategize and design the integration of the StarRez software with other systems
• Teaching customers the testing of products, preparation for business processes throughout their calendar year, and internal documentation strategies

Application Deadline: This role will accept applications until March 14th, unless otherwise posted.

Required Qualifications:

• Bachelor's degree preferred OR 6 years equivalent relevant professional experience
• 3 years of experience utilizing StarRez software, preferably as a Power User OR are a current StarRez employee
• 3 years of experience working in University or College Housing, Residence Life, OR Student accommodation/reservations systems OR relevant database management experience

Preferred Qualifications:

• Strong interpersonal communication skills
• Constant Customer focus with patience, empathy, and authenticity
• Big picture thinker, the ability to look at the collective good of the customer and the business
• Demonstrated ability to establish excellent relationships with customers through active listening, seeking to understand, and setting expectations
• Drive for results through resolution of customer concerns
• Ability to think logically and analytically in a problem-solving environment
• Manage multiple projects and customers
• Exhibit great organizational skills and attention to detail
• Ability to prioritize your time and activities to meet deadlines
• Work effectively in a team environment and/or work independently as needed
• Be proactive and take initiative in all aspects of your work exercising foresight in how to add value to the customer, team, and business

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.