Client Success Associate
New York, New York
Client Services – Client Success /
Full Time Employee /
Remote
At Cherre, we take client experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, client satisfaction, client relationships, renewals, and growth across our existing client base.
As a Client Success Associate, you'll play a pivotal role in ensuring our clients' success and satisfaction. As a key member of our Client Success team, you'll contribute to shaping policies and practices that help seamlessly integrate Cherre’s products into our clients' daily operations. Your responsibilities will include working with Client Success Managers in maintaining strong relationships with platform users and data partners, helping implement and support API / custom dashboard projects, all aimed at maximizing Cherre's value for our clients. Your role will also be instrumental in ensuring prompt resolutions to client issues through diligent monitoring of our Intercom ticketing system.
Additionally, you'll collaborate with the Client Success Team to contribute to quarterly business reviews and strengthen client relationships. Your contributions directly impact our clients' business outcomes, fostering loyalty and driving retention. You'll also have the opportunity to showcase our successes through client references and case studies, collaborating with cross-functional teams to create compelling collateral.
Responsiblities
- Contributing to our client-facing Client Success processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ everyday workflow.
- Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience.
- Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners.
- Supporting clients API implementation projects by helping develop GraphQL scripts, monitoring API performance, suggesting optimizations, and helping analyze data.
- Supporting clients custom dashboard implementation projects by helping monitor adoption, working with product teams to resolve bugs, helping with pre-release testing, and supporting Senior Client Success Managers in demo’s.
- Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues.
- Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships.
- Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention.
- Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral.
- Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations.
- Handling client escalations and helping with successful resolution.
- Supporting client renewals and partnering with internal stakeholders to execute accordingly.
- Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes.
Experience
- 1+ years of real estate/insurance/consulting/B2B SaaS industry experience.
- 1+ years of client-facing experience and experience working with executives.
- Technical acumen / hands on experience with GraphQL/SQL/Python or any other programming languages.
- Proven experience and ability managing successful business outcomes and product upsells.
- Experience working with a ticketing system and proven track record of prompt resolutions under tight deadlines.
- Highly organized with the ability to define milestones, success criteria, and resources allocation to ensure on-time delivery.
- Understanding the Commercial Real Estate industry, and how companies benefit by leveraging data.
- Analytical mindset to leverage data and statistics to identify patterns and anomalies, and generate recommendations for process/product improvements.
- Process improvement experience.
- Excellent communication, presentation, conflict resolution, and problem solving skills, with focus on guiding clients through adopting out-of-the-box features as opposed to custom deliverables.
- A client-centric mindset and approach to all interactions.
Nice to Have
- Experience with Monday.com, G-Suite, JIRA, Intercom, Salesforce, Mixpanel, and PowerBI.
- Background in project management.
- Knowledge of agile scrum delivery methodology.
- Experience working closely with the Client Success, Engineering, Product Management teams to ensure a seamless transition from onboarding to ongoing client success.
- Familiarity with the data vendors used in the commercial real estate and prop-tech industry with a focus on: property characteristic data, transaction data, MLS data, rental data, valuation data, school/demographics data, and shapefile data.
Benefits
- Equity
- Attractive Healthcare Plans
- Paid Parental Leave
- Unlimited Vacation
- Flexible Work Schedule
- $50,000-70,000k / year
