Customer Success Specialist

Parking Boss is the #1 parking system for Apartments, Condos, and HOAs. We help communities keep parking fair and abuse-free with a smart mix of software and integrated materials that set clear expectations and easy accountability. We are looking to grow our teams with people who enjoy solving problems, providing a great solution for our customers, and thrive in a challenging environment with huge potential for growth. Join a group of hard workers with big goals that keeps a fun, collaborative, and supportive attitude.

About the job:

You’ll be responsible for making sure that when one of our customers has a question, problem, or need, they immediately felt heard and taken care of. In most cases, you’ll be responsible for helping them with the problem directly. You will also be responsible for the support, training, best practice coaching and implementation process for all customers. You will also communicate regularly with the Sales/Business Development, Marketing and Operations teams to ensure flawless execution of the onboarding/implementation process as well as all facets of customer service and support.

Key responsibilities:

  • Develop a deep understanding of our products, system capabilities, and solutions
  • Primary point of contact for phone, email, chat
  • Manage customer onboarding/setup task list and project management processes
  • Primary point of contact for all new customer communications after the sales process
  • Gather any needed billing, shipping, or account information
  • Work with Operations team on setup kit materials, shipping, and delivery
  • Ensure that all setup tasks are completed in a timely and efficient manner• Identify and analyze up-sell and referral opportunity within current and prospective customer base
  • Proactively and as-needed create documents, learning videos, FAQs and more to support customer success across all user types - manager, field agent, portfolio manager, etc
  • Schedule and lead weekly live software demos and training in-person or online as needed• Schedule and conduct routine customer follow-up and engagement checks
  • Help customers measure their success and outcomes
  • Follow the customer all the way from approved quote to post-setup review
  • Develop and maintain project plans, logs, status reports, and other reports as needed• Support Sales/Business Development in keeping account and lead data up to date in CRM
  • This list of responsibilities is not intended to be all inclusive

Requirements:

  • This role will require the ability to work outside of traditional 8am-5pm business hours; after hours and weekend work will be required
  • Ability to drive/travel within market to present training, attend meetings/conferences/trade show

Our ideal candidate:

  • Previous experience in customer-facing sales and/or service; apartment/property management or business-to-business is preferred
  • Excellent written, verbal and phone skills
  • Comfortable interacting in person, over the phone, and via online chat/conference/webinar
  • Experience in sales, sales support and up-selling are a plus
  • Excellent attention to detail, organization, and follow-through
  • Ability to work under pressure, multitask and prioritize responsibilities
  • Can-do attitude with a service-oriented approach
  • Ability to work independently as well as in a team environment
  • Experience with an online Client Relationship Management (CRM) system
  • Passion to educate, service and sell• Self-starter who takes ownership of improvement and growth, both personal and company

What success looks like:

  • Our customers feel valued and cared for and that we have their goals in mind
  • Help requests are answered quickly
  • We have an accurate picture of who our customers are and how they are doing
  • Customers who are unhappy or aren’t using our products are caught and helped before they cancel
  • Existing customers upgrade their service or purchase add-ons
  • Net negative churn, that is more new revenue (upgrades & add-ons) from existing customers than the revenue lost from cancellations
  • Get referral opportunities for new customers
  • Marketing opportunities (quotes, case study candidates

What‘s next:

Have questions about this role? Interested and think you’d be a great fit? Please send a short note explaining why along with your resume to careers@parkingboss.com.

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