Responsiblities

• Supporting the development and enhancement of client-facing Client Success processes, policies, playbooks, and values to ensure seamless integration of Cherre into our clients’ daily workflows
• Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience. 
• Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners. 
• Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues.
• Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships.
• Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention. 
• Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral.  
• Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations. 
• Handling client escalations and helping with successful resolution. 
• Supporting client renewals and partnering with internal stakeholders to execute accordingly. 
• Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes.
• Assist in the development, maintenance, coordination and monitoring of project plans and schedules.
• Ensure all project documentation is up-to-date and properly stored.
• Prepare and distribute regular project status reports, highlighting key milestones, risks, and issues.
• Document meeting minutes, action items, and follow-up tasks from project meetings.
• Track project deliverables and ensure all team members are aware of their responsibilities and deadlines.
• Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned.
• Maintain and update project management tools and software.

Qualifications

• Recognized qualification in Business Administration, Project Management, or a related field.
• 2-4 years of experience in project coordination, project management, or a related administrative role.
• 1+ years of real estate/insurance/consulting/B2B SaaS industry experience.
• 1+ years of client-facing experience and experience working with executives.
• Strong Excel/CSV acumen.
• Proven experience and ability managing successful business outcomes and product upsells.
• Experience working with a ticketing system and proven track record of prompt resolutions under tight deadlines.
• Highly organized with the ability to define milestones, success criteria, and resources allocation to ensure on-time delivery. 
• Analytical mindset to leverage data and statistics to identify patterns and anomalies, and generate recommendations for process/product improvements. 
• Excellent verbal and written communication, presentation, conflict resolution, and problem solving skills, with focus on guiding clients through adopting out-of-the-box features as opposed to custom deliverables. 
• A client-centric mindset and approach to all interactions.
• Experience working in a fast-paced, dynamic environment, preferably in the tech or real estate industry.
• Familiarity with agile delivery and project management methodologies and frameworks.
• Attention to detail and a high level of accuracy in documentation and reporting.
• Proficiency in project management software and tools (e.g., Monday.com, JIRA).
• Strong Microsoft Office skills, particularly in Excel, Word, and PowerPoint.
• Ability to work collaboratively and facilitate with cross-functional teams and build strong working relationships.
• Experience providing administrative support to senior project managers or executives.
• Ability to handle confidential and sensitive information with discretion.

Nice to Have

• Experience with G-Suite, Intercom, Salesforce, Mixpanel, and PowerBI.
• Background in project management.
• Knowledge of agile scrum delivery methodology.
• Experience working closely with the Client Success, Engineering, Product Management teams to ensure a seamless transition from onboarding to ongoing client success.
• Familiarity with the data vendors used in the commercial real estate and prop-tech industry with a focus on: property characteristic data, transaction data, MLS data, rental data, valuation data, school/demographics data, and shapefile data.

Benefits

• Competitive Base Salary: Enjoy a salary range of $50,000-70,000k / year, commensurate with experience and performance.
• Equity Opportunities: As part of our commitment to shared success, we offer equity options, allowing you to participate in the growth and success of Cherre.
• Attractive Healthcare Plans: Access comprehensive health, dental, and vision insurance plans to ensure you and your family stay healthy and well-supported.
• Paid Parental Leave: We offer generous paid parental leave to help you balance family and work commitments during those important early days.
• Unlimited Vacation: Recharge and maintain work-life balance with our unlimited vacation policy, giving you the flexibility to take time off when you need it.
• Flexible Work Schedule: Enjoy the freedom to manage your work hours in a way that best suits your lifestyle and productivity.