Customer Success Manager, Affordable Housing - Entrata

Job Title: Customer Success Manager, Affordable Housing
Job Location: United States
Job Listing URL: https://jobs.lever.co/entrata/f84a7c01-2585-422b-babe-0ef84603fae4
Job Description: Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

As part of the Customer Success team, you will be responsible for ensuring your customers are successful with the Entrata platform! The Customer Success Manager position will require you to develop strong relationships with your customers, partner with other departments to ensure your customers’ needs are met and that they remain customers of Entrata. You must be able to effectively manage multiple projects that impact customers and see them through to completion. The unique responsibility of the Affordable Customer Success Manager will take on some of our largest Property Management customers that have major affordable housing portfolios.
Responsibilities:
Manage a portfolio of clients with affordable properties to ensure a high level of satisfaction and success is achieved
Conduct regular meetings with your customers to review solution performance and provide best practice recommendations
Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers
Partner with our Support organization to ensure that the customers’ support needs are being met
Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency
Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers
Educate customers on self-service tools, release processes, and other client programs
Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks
Attend sprint review meetings and advocate for customer needs in those meetings
Maintain a high-level knowledge of each of the Entrata offerings and configuration options
Essential Functions:
Desire to go the extra mile to ensure that your customers are happy and successful
Strong organizational skills, with the ability to manage multiple projects simultaneously
Ability to demonstrate patience while working through stressful situations and challenges
Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers
Excellent communication, both verbal and written, and analytical skills
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment
Travels domestically for client meetings, industry events, and company gatherings as required to maintain business relationships and achieve objectives
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment
Minimum Qualifications:
More than 5 years of affordable property management experience ranging across multiple types of affordable housing including but not limited to LIHTC, Section 8, Public Housing, HOME, Rural and layered properties at a corporate level across the country
Excellent communication, both verbal and written, and analytical skills
Ability to travel up to 15% of the time