Customer Operations Manager

Funnel Leasing Inc., is hiring for an Customer Operations Manager that can ‘work from anywhere' in the U.S. The Customer Operations Manager will play a crucial role as a partner to our clients, guiding them through business transformation and ensuring their success in utilizing our software solutions. You will act as an advisor, leveraging your expertise to drive effective change and maximize the value our clients derive from our SaaS offerings. Your responsibilities will include collaborating closely with cross-functional teams to deliver exceptional customer experiences and ensure that our customers are set up for success.

Why Funnel?

We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Employees may be eligible for various benefits. Generally, we provide employee access to:

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

In addition to these benefits, we also offer

• Remote-first; work from anywhere within the US company culture
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

The Customer Operations Manager's essential roles and responsibilities include, but are not limited to the following:

Roles and responsibilities

• Act as an advisor and point of contact to assigned clients by providing product and services guidance; consultative services (based on technical knowledge and previous customer interactions), project management, and supporting ongoing adoption
• Prepare and lead customer meetings to gather requirements, provide updates, and ensure alignment on key initiatives.
• Serve as the primary point of coordination, quarterbacking cross-functional teams to drive customer requests and projects forward in line with established team SLAs.
• Develop substantial knowledge in the property management industry in order to engage meaningfully with customers 
• Gain a deep understanding of Funnel Leasing's software solutions and become a trusted expert in our product offerings.
• Responsibilities will include managing and executing system administrative tasks within the Funnel software.   
• Serve as the primary point of contact for customer technical escalations, supporting the facilitation of resolution.   
• Facilitate customer business reviews - including but not limited to the creation of the deck, analysis of data, and co-leading the review with Sales. 
• Collaborate closely with internal teams, including product, engineering, support, and finance, to ensure alignment and successful execution of customer initiatives.
• Develop and maintain strong relationships with key stakeholders at client organizations, fostering long-term partnerships and driving customer trust and satisfaction.
• Ability to travel to customer sites (approx. 15% of the time) and independently lead in-person discussions and presentations
  
• Create a culture of continuous improvement and learning
• Foster collaboration within the team and across the company
• Embrace Funnel’s P.I.N.K core values

Education, Work Experience, and Certifications

• Bachelor's degree or equivalent work experience
• Minimum of 2-3 years of experience in technology and/or property management industries.
• Proven track record of driving transformative change and delivering exceptional results for large enterprise clients.
• Understanding of and experience with enterprise software solutions and their implementation within complex organizational environments.
• Excellent communication, influencing, and presentation skills, with the ability to effectively engage with senior stakeholders and executive teams.
• Significant expertise in change management methodologies and experience navigating organizational complexities and resistance to change.
• Exceptional analytical and problem-solving skills, with the ability to quickly grasp complex business challenges and design innovative solutions.
• Demonstrated leadership and project management capabilities, with the ability to effectively lead cross-functional teams and manage multiple projects concurrently.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employees must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.  Funnel may change the specific job duties with or without prior notice based on the needs of the organization.