Technical Customer Success Manager - Tucson, United States - StorSuite

StorSuite

Verified Company

Tucson, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Who we are
StorSuite is a vertically integrated, asset-based service provider established to support owners and operators within the self-storage industry.

Our team of experts with extensive knowledge in operations, marketing, technology, tenant protection, and investments is uniquely equipped to enhance operational efficiency and accelerate client growth.

Our central values of authenticity, transparency, and excellence are at the core of everything we do.

We are committed to enhancing the success of our customers by providing customized, innovative solutions that will drive mutual success.

StorSuite's IoT division, focused on automated tenant communication services, is now seeking an Operations Manager.

This role involves overseeing a diverse portfolio of both physical and digital offerings, aimed at streamlining interactions among property owners, managers, and tenants.

The division is particularly specialized in delivering advanced communication solutions such as QR codes, NFC tags, Bluetooth beacons, among other services, to enhance the efficiency of property management.

Who you are

What you'll be doing
You will be responsible for the overall client experience. Including client satisfaction, strategy and execution of services for your collection of client accounts. You will lead the onboarding and client success team to manage projects and deliver results.

Here are a few things you might accomplish in the day-to-day, but since we can't think of everything, don't hold us to it.

Key Responsibilities:

Client Success

Serve as the primary point of contact for clients through both onboarding journey and account management offering guidance and support to facilitate a seamless experience.
Effectively communicate to all clients, ensuring appropriate understanding and resolution of their needs, and internal technical partners, providing support and oversight of their daily processes.
Responsible for providing support for the onboarding and recurring maintenance of client accounts.
Identify clients' concerns, pain points, and improvement ideas, and adeptly relaying this information through appropriate channels to enhance the customer experience.
Conduct monthly meetings with clients to ensure ongoing communication and collaboration including discussing reports in a clear and effective manner.
Facilitate the comprehensive account setup process for new clients. This requires the technical understanding of digital aspects—such as creating accounts, activating and pairing serialized hardware, recurring task maintenance for our team of developers—and a close attention to detail of physical aspects

- including the visual quality assurance of items such as maps and stickers, the attaching of (Near Field Communication) NFC decals to materials, reviewing Bluetooth beacons and hardware necessary for shipment to clients.

Have a comfort reviewing and approving research submissions (such as maps and property layouts) specific to each client, oversee validating Bluetooth beacon placement necessary in ensuring accuracy, completeness, and optimal positioning throughout the process.
Develop, update, and maintain Standard Operating Procedures (SOPs) for the team to uphold efficient operations.
Comfortable conducting task planning meetings, daily standups, task reviews, and retrospectives to ensure project progress and team alignment.
Represent a level of professionalism and discretion in handling proprietary technology and sensitive client information.
Understanding of the laws and regulations surrounding client representation and customer contact initiatives, ensure that our services maintain compliance.
Ability to identify potential client needs as relevant in sales pipelines.

Technical Support

Collaborate with the members of our offshore technical support and development teams.
Assist in further expanding and implementing increased checks and balances as our client demands continue to grow.
Further refine and establish Key Performance Indicators that promote measurable customer satisfaction while ensuring accountability for deliverables within our teams.
Further develop and maintain recurring communications within technical support focused on meeting deadlines and reducing delivery times.
Monitor system performance and report on any downtime or disruptions, working proactively to minimize impact on client operations.
Assist in daily and weekly quality assurance testing procedures, Identify and report any issues or discrepancies in the platform.
Gather client feedback on technical support experiences to continuously improve service quality and effectiveness. Relay details as relevant to product development managers for future improvements.

What you will need to do it

Bachelor's degree in Business Administration, Operations Management, or related fields, with openness to further certification, such as Project Management Professional (PMP).
35+ ye