- Proactively manage a portfolio of mostly Large (enterprise) HOA customers
- Develop and build strong relationships with key customer stakeholders and executive sponsors
- Be the Subject Matter Expert on HOA business process, product needs and industry trends
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
- Proactively identify and escalate at risk clients and product issues
- Conduct quarterly business reviews with assigned clients
- Provide a high level of actionable insight and data analysis to provide value for our customers and drive product adoption and utilization
- Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork
- Be viewed by clients as a trusted advisor that understands their business and how Zego can help impact key business results
- Participate in POD and attend Sprint review meetings
- Accurately documents and updates client records, support notes and interactions within the various software systems (Salesforce, Jira, etc)
- Consistently meets personal / team goals and quotas
- Develop and manage a book of clients from CSA covered segments
- Mediate between clients and the organization
- Manage client success to minimize churn
- Extensive experience in a Customer Success / Account Management role or a client facing HOA Management role
- Business savvy with consultative, problem solving, approach
- Proven track record of success with a verifiable history of exceeding customer success goals
- Experience with Salesforce (or other comparable CRMs), support, ticketing software systems and best practices
- Proven ability to work in a fast paced, team centered work environment
- Prior experience in SaaS, HOA, or PropTech
- Technical aptitude and ability to identify alternative solutions to customer issues
- Ability to handle multiple, critical, high priority issues with a sense of urgency
- Proficiency with Google Suite Products
- Excellent communication– verbal, written, interpersonal with strong active listening skills
- Ability to demonstrate effective problem solving skills and strong client orientation
- Detail-oriented and dependable, with a positive and inquisitive attitude
- Ability to multitask, prioritize, and collaborate with cross-functionally
- Exhibit a high degree of self-motivation, drive and a proactive nature
- Bachelor's degree or higher
- Three to five years of experience in a customer success role
- HOA industry experience
- A track record of providing excellent customer advocacy
Senior Customer Success Manager - Raleigh, United States - Global Payments
Description
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Zego is a technology company that automates workflows for property managers and associations. The modern platform is powered by seamless integrations with leading property management systems, enabling clients to scale resources, build trust, and make decisions with portfolio-wide visibility. Learn more at
The Senior Client Success Manager (CSM, HOA) is a senior-level position, delivering against agreed upon success plans with our clients by empowering the customer to minimize time to value and working cross functionally to drive initiatives internally on their behalf. The primary purpose of this role is to provide value and build interpersonal relationships that foster customers who are active promoters. We do this by driving enablement externally and advocacy internally. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess and effective communication skills with a genuine desire to help others. Senior CSMs manage a portfolio consisting of the largest and highest value customers. This requires a high level of product and industry knowledge along with effective account management skills.
What you'll do here:
About you:
Bonus points if you:
The US base salary for this full-time position is 63, ,000 + bonus + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.