Job Title: Associate Customer Success Manager

OVERVIEW:

Opiniion is a customer satisfaction tool that helps clients measure and manage customer experience via customer feedback, review generation, and surveys. Our platform has helped thousands of organizations improve their customer experience, increase their online ratings, and improve customer satisfaction. Opiniion’s rapid growth provides an exciting career path and professional development opportunities!

As an Associate Customer Success Manager at Opiniion, you will play a crucial role in ensuring the success, satisfaction, retention, and growth of our clients. The ideal candidate will have at least 1 year of customer-facing experience and a passion for delivering exceptional customer experiences. An Associate Customer Success Manager is expected to be in the office 5 days a week. As an Associate Customer Success Manager it is also expected that you adhere to the Opiniion Dress Code and present yourself in a professional manner at all times, adhering to appropriate grooming and dress standards. It is expected that you maintain a professional demeanor in alignment with the expectations outlined in this job description.

RESPONSIBILITIES:

• Client Relationship Management:
• Build and maintain strong client relationships, serving as the main point of contact for all post-sales activities.
• Take initiative to anticipate client needs, identify potential challenges, and implement proactive solutions to enhance the overall customer experience.
• Regularly schedule and conduct touchpoint meetings with clients to review progress, address any concerns, and ensure alignment between client objectives and Opiniion's services.
• Onboarding and Adoption:
• Collaborate with the onboarding team to oversee the onboarding process for new clients, ensuring a smooth transition from sales to implementation.
• Drive product adoption by educating clients on software features and best practices.
• Product Knowledge and Training:
• Stay informed about Opiniion's property management software updates, features, and enhancements.
• Conduct training sessions for clients to maximize their understanding and utilization of the software.
• Issue Resolution:
• Address and resolve client issues promptly, coordinating with internal technical support and development teams.
• Proactively identify potential challenges and provide solutions before they impact the client experience.
• Renewals and Upselling:
• Collaborate with the sales team to identify opportunities for upselling and cross-selling within the existing client base.
• Drive contract renewals and negotiate favorable terms.
• Client Advocacy:
• Act as a client advocate within the organization, representing the voice of the customer in product development and enhancement discussions.
• Work with product management to prioritize feature requests and improvements.
• Feedback Collection and Analysis:
• Collect client feedback and analyze data to identify trends, opportunities, and areas for improvement.
• Utilize feedback to drive strategic decision-making and enhance customer satisfaction.
• Quarterly Business Reviews: Conduct comprehensive quarterly business reviews with clients to evaluate performance, discuss achievements, and identify areas for growth and improvement.
• Metrics and Reporting:
• Establish key performance indicators (KPIs) for customer success and regularly report on client health.
• Use data-driven insights to inform strategic decisions and client success initiatives.

QUALIFICATIONS:

• Minimum of 1 year of customer-facing experience
• Understanding of property management software and related technologies.
• Proven track record in creating lasting first impressions
• Excellent communication and interpersonal skills.
• Strong project management and organizational skills.
• Familiarity with Opiniion's property management software is advantageous.

Opiniion is a forward-thinking company that values innovation, collaboration, and customer success. As an Associate Customer Success Manager at Opiniion, you will have the opportunity to play a key role in ensuring the success and satisfaction of our clients, contributing to the growth of our property management software solutions.

If you are passionate about creating impactful experiences for clients in the tech industry, we invite you to apply for the position at Opiniion. Join us in shaping the future of property management software solutions through exceptional customer experiences.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Lindon, UT (Preferred)

Ability to Relocate:

• Lindon, UT: Relocate before starting work (Required)

Work Location: In person