Customer Success Specialist - Investor Deal Room

Summary:

The IDR Customer Success Specialist is responsible for all Customer Success functions for the IDR (Investor Deal Room) business unit within ResMan supporting Onboarding, Support, & Account Management functions. Reporting to the IDR Product Manager, the Customer Success Specialist has three primary functions:

1) Work with IDR customers to create a seamless onboarding experience,

2) Collaborate with the support team to solve for any IDR customer support cases

3) Partner with IDR customers as IDR’s dedicated Account manager. The IDR Customer Success Specialist brings together all Customer Success functions under one position ensuring customers receive top tier customer service and a simple and easy user experience.

About ResMan

ResMan is a mid-market SaaS company providing Real Estate software solutions to the market. Within ResMan’s product portfolio is IDR (Investor Deal Room) that helps investors raise and manage investment funds in a simple yet professional looking platform.

Essential Functions:

Support

• Utilize and manage Support email inbox with one other Support headcount and manage our ticket management system (Salesforce) to receive, troubleshoot, and resolve varying degrees of support requests/day

• Identify key repeatable processes that our clients are using and transmute that knowledge into easy-to-follow support articles

• Devise workaround solutions to get clients temporarily unblocked, reducing ticket severity and alleviating pressure on our product and engineering team

• Process escalated Support Ticket escalations and work with Product / Development on fixes for Critical Support Cases

• Create, report, and monitor the full life cycle of all support related defect tickets, as well as provide personal updates to clients upon completion

• Provide basic tier-one training by recommending support articles, writing out step-by-step how-to instructions, and recording short loom video walk throughs.

• Take clients feedback on the product and turn that information into feature requests tickets that get submitted to the Product and Development team

• Promote superior experience by addressing customer concerns, demonstrating empathy, de-escalating crucial conversations, and resolving problems swiftly.

Account Management

• Touch base with customers on recurring meetings to measure customer health and provide valuable customer insights to the rest of the IDR team.

• Partner with IDR’s lead Product Manager, as required, to surface necessary project escalations for quick and effective resolutions

• Act as the primary Point of Contact for IDR’s current client base

• Monitor client business needs to make sure IDR’s alignment is intact with customer needs

• Schedule 45min-90min slots to supply white glove walk-throughs, hand holding clients on how to align their business processes with the software whilst demonstrating the value, capability, and power of IDR

Implementation

• Set and manage client expectations during their onboarding process.

• Oversee all IDR (Investor Deal Room) client's portal configuration, data imports, and prior deal information.

• Coordinate timelines, manage client data, and provide weekly updates/reports to multiple clients at any given time.

• Deliver exceptional customer service to every customer by leveraging extensive knowledge of the IDR product and services, as well as creating and cultivating welcoming and positive experiences.

• Provide New Customer Trainings to teach new customers how to use and easily adopt the product.

• Provide process documentation and improvements to the current onboarding structure.

Requirements

Requirements:

• College Degree Preferred

• Minimum of 1-3 years of experience in Customer Success or similar customer service roles

• Proficiency in Microsoft Office, namely Microsoft Excel & Salesforce experience is preferred

• Strong process and technology knowledge with experience in building, communicating and

• Training team on CRM tools and processes

• Orientation toward organization, prioritization, and collaboration

• Very strong quantitative/analytic horsepower, excellent communication and proven ability to work within a fast-paced team

Qualifications:

• Experience in SaaS environment preferred

• Proven experience improving processes within an organization through analysis and proper data management.

• Proven track-record of onboarding customers, handling support cases, and / or training customers on how to use a SaaS platform

• Both strategic and tactical; proven ability to formulate a high-level strategy, then convert into a tactical plan and execute on that plan.