Real Estate Transformation Consultant (Customer Success Manager)
Northspyre is looking for a Real Estate Transformation Consultant to join the Customer Success unit of our fast-growing, venture-backed start-up team. This is an opportunity to empower customers in an old-school industry (real estate) with new technologies that can transform the way they manage projects.
About Northspyre:
Northspyre is a software technology that empowers modern real estate teams to build our cities leveraging data, automation and artificial intelligence to get to faster, more predictable outcomes on complex projects.
We are a super passionate, collaborative and diverse team of real estate, technology and business professionals who know how to roll-up our sleeves and get things done. Come join us!
About the opportunity:
We are looking for a self-starter that is understanding, thoughtful, and friendly enough to be the face of Northspyre with clients. You would be an early member our Customer Success team and working directly with the CEO, sales team, and the rest of the customer success team initially on a daily basis. Your role is to be an agent of change, a business transformation consultant, and a relationship manager for old-schooled real estate companies that are looking to modernize by being more data-driven and proactive in their approach to delivering real estate projects.
Responsibilities:
• Keep customers happy by being pleasant, friendly and helpful
• Review user analytics to understand which customers are getting value and which customers are under-utilizing key features that could help bring them new value.
• Implement strategies and work directly with customers to help them maximize the value they are getting from Northspyre.
• Serve as a liaison between clients and our product/technical team -- 1) to resolve any issues and advocate for customers and 2) to provide feedback on new and existing features
• Help write a Customer Success and On-boarding playbook that gives details instructions for future customer success hires so they can get up to speed quickly.
• Help manage and respond to customer support tickets while determining a strategy to improve our processes.
•Implement and on-board new clients by overseeing implementation team members who port over and review historical project data usually kept by customers in spreadsheets.
• Occasionally visit customer offices in-person (we have clients in NYC, Boston, Atlanta, D.C., Houston, Dallas, Los Angeles, Chicago, Seattle, and other cities right now but always adding new customers in markets across US and Canada). There might be some travel involved but likely no more than 1-2 days every 2-3 months (post pandemic).
• After laying the groundwork, help hire and train additional members of the Customer Success team that you will have the potential to help lead based on your strong performance.
Qualifications:
• Minimum of a Bachelors degree.
• Exposure to real estate development and real estate project management (not real estate brokerage or transactions). Huge bonus if you have worked directly in the real estate development or construction industry previously.
• A multi-tasker with the ability to wear many hats in a fast-paced environment
• Detail-oriented is critical.
• At least 18 months of previous work experience.
• Strong proficiency in Excel.
• Ability to reconcile cost accounting reports is a plus
• Basic computer programming and coding ability is a bonus-- while you will not be expected to write code, sometimes this is useful in helping to synthesize customer product feedback and relate customer report technical issues to the engineering team.
Learn more about Northspyre here: northspyre.com