Customer Success Manager - Affordable Housing

Entrata is a global leader in property management software, dedicated to enhancing living experiences for property owners, managers, and residents. The Customer Success Manager for Affordable Housing will build strong relationships with clients, ensuring their success with the Entrata platform while managing projects and collaborating with various teams. This role focuses on supporting clients with affordable housing portfolios, ensuring their needs are met and facilitating their transition towards self-sufficiency.

Responsibilities:

• Manage a portfolio of clients with affordable properties to ensure a high level of satisfaction and success is achieved
• Conduct regular meetings with your customers to review solution performance and provide best practice recommendations
• Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers
• Partner with our Support organization to ensure that the customers’ support needs are being met
• Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency
• Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers
• Educate customers on self-service tools, release processes, and other client programs
• Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks
• Attend sprint review meetings and advocate for customer needs in those meetings
• Maintain a high-level knowledge of each of the Entrata offerings and configuration options
• Desire to go the extra mile to ensure that your customers are happy and successful
• Strong organizational skills, with the ability to manage multiple projects simultaneously
• Ability to demonstrate patience while working through stressful situations and challenges
• Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers
• Excellent communication, both verbal and written, and analytical skills
• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
• Maintain professional interaction with internal and external stakeholders
• Ability to work in a fast-paced and high-stress environment
• Travels domestically for client meetings, industry events, and company gatherings as required to maintain business relationships and achieve objectives
• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
• Maintain professional interaction with internal and external stakeholders
• Ability to work in a fast-paced and high-stress environment

Requirements:

• More than 5 years of affordable property management experience ranging across multiple types of affordable housing including but not limited to LIHTC, Section 8, Public Housing, HOME, Rural and layered properties at a corporate level across the country
• Excellent communication, both verbal and written, and analytical skills
• Ability to travel up to 15% of the time
• Strong organizational skills, with the ability to manage multiple projects simultaneously
• Ability to demonstrate patience while working through stressful situations and challenges
• Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers
• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
• Maintain professional interaction with internal and external stakeholders
• Ability to work in a fast-paced and high-stress environment