Customer Onboarding Manager

3 weeks ago

Old Toronto Ontario, CA Stan Ai Full time

Working as a part of STAN’s Customer Success Team, the Customer Onboarding Specialist will be responsible for guiding Enterprise Property Management firms through the STAN setup experience. Using a consultative approach, you will educate new customers, help solve technical problems, and ensure the smooth adoption of our products and services.


We believe that properties can be managed autonomously. Do you?


STAN is the first A.I. assistant for residential property managers, launched in 2019 by two former property management executives who spent 13 years working for North America’s largest management company. STAN is growing quickly and is already the largest A.I. assistant in the industry, offering multiple AI products to serve our clients, from our flagship omnichannel AI assistant to numerous AI add-ons for property managers.


STAN is also an award-winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more


Tasks
  • Become a STAN AI, technical product expert.
  • Manage all assigned customer onboardings and ensure the successful launch of STAN AI across their real estate portfolio.
  • Provide detailed account walkthroughs and assist many new STAN customers with their AI Deployment.
  • Lead successful kick-off calls to communicate account setup requirements and expectations with key stakeholders.
  • Educate customers on STAN’s suite of tools, capabilities, and best practices to simplify adoption and align expectations.
  • Monitor setup progress on accounts, identify potential risks, and guide next steps.
  • Resolve conflicts and provide technical solutions to customers in a timely manner.
  • Work cross-functionally with Sales, Success Managers, Bot Review, and Development teams to deliver world-class client experiences.
  • Become the internal voice of the customer at STAN, driving our client's needs forward.
  • Develop a deep understanding of customers' business and operational objectives.
  • Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders.
  • Other duties as determined by management and/or direct supervisors.

Requirements
  • Excellent outgoing communication skills, both verbal and written.
  • Ability to prioritize, multitask, and manage time effectively.
  • Proven experience in SaaS - Client Onboarding, Customer Service, and/or Customer Success.
  • Tech-savvy with the ability to quickly learn new products and explain them to others.
  • Knowledge of CRM software, Project Management, and CS Platforms.
  • Analytical and creative in finding solutions for customers.
  • Relevant Bachelor's Degree or equivalent experience.
  • Strong negotiation skills, with the ability to set expectations with customers.
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