Customer Success Associate

4 weeks ago


Remote, Canada Tribe Property Technologies Full time

**Our Company**

Tribe Property Technologies is a one-stop-shop for residential community living. Tribe offers tech-enabled community management that is disrupting the traditional market. With one of the fastest growing tech-forward property management companies in Canada, Tribe's integrated service-technology delivery model serves the needs of developers, condo/residential communities and owners/residents versus traditional property management. Tribe is empowering residential community living in cities.

Our Mission is to provide the most comprehensive suite of products and services for building and managing residential communities. Our Vision is to change the way people experience community living, connect with their neighbours and interact with their homes.

**Our Culture**

We are a closely-knit team of 200+ talented individuals working out of our modern offices across Canada. We live community, even at work. And we of course offer health, vision & dental coverage.

**The Role**

The Customer Success Associate - New Construction role is a remote position that is responsible for providing sales, accounts, and technical support to internal and external stakeholders who use our Tribe Home Pro Suite of Multi-family Developer products. This is a software setup role that customizes the data of multi-family condos and apartments for our solutions. The Associate will hold virtual meetings with customers and carry themselves in a personable and professional manner. Please note, some in-person training and professional development sessions will be required.

**Responsibilities**

Account Management
- Follow up, monitor, track and review of VIP accounts to ensure customer success and optimized use of our solutions throughout the lifecycle of our customer and audience journey.
- Communicate directly with customers in the Real Estate Industry and be the face of our company as their dedicated support representative.
- Increase internal engagement and usage of software products. Champion our tools and suggest best practices to our customers for optimal usage.
- Monitor metrics to measure customer success with suggestions for improvement.
- Update CRM software to maintain accurate customer records. Set up and customization of new construction multi-family buildings participating in our solutions and tools.
- Populate and maintain Tribe Home’s Market section in conjunction with the Partnerships Team
- Coordinate Holistic Building setup with Tribe Management Services in the case of buildings using both our Home Pro Technology and Management Services.

Tribe Home / Pro
- Track and communicate onboarding process to Developer clientele. Set up tools with customization for new construction multi-family buildings utilizing our proprietary software tools.
- Responsible for invoicing sales contracts and following up on payments.
- Provide excellent customer support for technical issues while adhering to SLA’s & customer success best practices. Occasional hours may be assigned for after-hours emergencies and statutory holidays.
- Work closely with other Tribe departments to ensure software tools are operational by escalating software performance issues and bugs as per company protocols.
- Assist Product Team with QA’ing feature improvements and new features prior to release.
- Update customer support documentation when software updates are released.

**Your Qualifications and Experience**
- 3-year minimum experience in a customer service/support or sales support role.
- Proficiency with software platforms and tools such as Office 365, Zendesk, Zoho CRM, Jira, iOS apps and other tools, as required.
- Highly organized with a demonstrated ability to prioritize time and tasks quickly and effectively.
- Strong oral communication skills, including active listening and the use of open-ended questions.
- Team player who thrives in a multi-tasking environment and can adjust to changing priorities.
- Product knowledge experience and the ability to train and endorse our products.

Nice to haves
- Previous experience in residential/commercial construction.
- Quality Control (QC) experience with deficiency walkthroughs in new buildings.
- Software experience: Amplitude, Segment, TestFlight, HubSpot
- Training experience via videoconferencing.
- Troubleshooting in various softwares.
- Sales experience a bonus.

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