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Customer Success Manager

NoAppFee was started out of necessity. Tyrone Poole, Founder and CEO, was training to become a firefighter when he suffered a gruesome injury that hospitalized him. With no insurance or income, Tyrone's bills piled up and by the time he was released from the hospital he was broke and homeless. Tyrone took shelter in the YWCA, where he made it his mission to help people find housing. In his time helping people, one thing became very clear: application fees and the uncertainty of applying to properties were crippling. Application fees can cost upwards of $50, and there's no way for an applicant to know whether they meet the property's criteria. From this realization, an idea was born: one application, one application fee, and transparency to all properties. NoAppFee was born.

Today, NoAppFee remembers its beginnings as a service to help disadvantaged applicants find housing. However, we operate as a for-profit corporation, helping everybody find their next home. Finding a home can be stressful and costly, however, it's also exciting! We're here to reduce the stress, eliminate the cost, and help you find the perfect home.
 

Position Summary
Our Customer Success Manager is tasked with ensuring that each and every customer has a wildly successful relationship with NoAppFee.com. As we grow and scale our business, we’re looking to add a Customer Success Manager to support our renters and property management companies on the platform. The Customer Success Manager will work closely with our existing customer support phone helpdesk.

 

Responsibilities Include:

  1. Develop a full understanding of NoAppFee’s housing rental platform
  2. Fielding inbound support requests from renters, property management companies, and NoAppFee.com vendors
  3. Developing onboarding and training materials for property management companies and government agencies from the ground up
  4. Implementing an online support request and ticketing system
  5. Identify risks or potential impacts to customer satisfaction. Escalate critical customer issues and ensure escalation ownership with internal resources
  6. Facilitation and analysis of customer feedback to understand problems and help implement solutions that work across the product, sales and marketing teams
  7. May assist in maintaining quality assurance for NoAppFee.com

Basic Qualifications:

  • Bachelor’s Degree or equivalent experience strongly preferred
  • 2+ years in a customer facing relationship role managing multiple clients in portfolio
  • Must be willing to learn a technical product
  • Experience with working with a SaaS software
  • Strong problem-solving skills with a can do attitude
  • Knowledge of IT Industry and/or Real Estate
  • Must be able to work in the Portland office.

Preferred Qualifications:

  • Strong written and verbal communication skills - ability to crisply define process designs, lead and manage meetings as well as explaining and evangelizing product capabilities to customers (both virtual and in person)
  • A team player with strong integrity committed to the plan of record, who builds teamwork and trust amongst colleagues and customer teams
  • Demonstrates strong commitment to meeting team objectives and deadlines, taking ownership for delivering results for the customer that meet or exceed expectations; identifies gaps and roadblocks early, and addresses directly or requests help from management to ensure project success
  • Self-motivated individual, prepared to learn new skills, adapt to changing environments, find creative ways to overcome problems
  • General understanding of the SaaS ecosystem and the associated growth of the integrations to address business objectives
  • Strong written and verbal communication skills - ability to crisply define process designs, lead and manage meetings as well as explaining and evangelizing product capabilities to customers (both virtual and in person)

NoAppFee is an Equal Opportunity Employer.

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