Responsibilities

• Interact with our internal customers to learn about how they operate, define success criteria, and build out a customer journey to help them reach their business goals.
• Collect and analyze internal and external user feedback regarding their experience using Tripalink products via multiple channels, to help the business uncover product issues and unmet needs.
• Train, onboard, and support our customers in their usage of our systems in an effort to ensure adoption, and system migration/transition.
• Produce and deliver web-based and in-person training seminars for customers.
• Support inquiries from customers, assist with the creation of self-service documentation, and video-based training materials.
• Work with product, data and engineering teams to develop simple and quick solutions to unblock business teams from time to time for critical needs.
• Work cross-functionally with Operations, Marketing, Data and Product teams to relay customer use cases and resolve product escalations.
• Ensure the retention, growth, and satisfaction of a range of customer types as our product offering expands.
• Help the Customer Success team build out process and success metrics to accelerate the scaling of this function

Who You Are

• A self-motivated team player, ready to embrace a fast paced, high-growth environment (when we say “fast paced and high growth”, we really mean it).
• Able to effectively partner, collaborate, and communicate with technical and non-technical colleagues.
• A strong communicator with excellent written and verbal skills.
• Always thinking of new ways to effectively serve customers and improve the Customer Success team’s internal processes.
• Resourceful and not afraid to try out-of-the-box approaches to resolve complex issues

Qualifications

• 1+ year relevant experience leading technical, customer-facing teams with measurable results or strong drive.
•  Experience influencing critical decisions within cross-functional organizations without direct authority.
• Strong command skill and ability to confront team and cross-functional partners to hold them accountable to documented expectations.
• Ability to be creative and strategic.
• Strong project management and time management skills.
• Interpersonal skills with a keen ability to explain complex concepts across the organization and to large audiences.
• Scaled work to International markets is a plus.
• Experience working in property management operations is a plus.
• Bachelor’s degree or higher in a technical field such as EE, Computer Science, Statistics or other STEM subject.
• Familiar with SQL or other relational database languages.
• Strong knowledge and proficiency in Excel / Google Sheets