Customer Success Specialist

National Apartment Association (Naahq); Arlington (VA); On-site; USD 52,000 - 70,000; Full time

Job summary

National Apartment Association (NAA) is seeking a Customer Success Specialist to develop relationships with our Top 50 Members and perform proactive outreach for satisfaction and accounts receivable. This role collaborates with the Customer Success team on monthly workflows and one-off projects to deliver support of excellence.

You will maintain detailed logs, become a subject matter expert for NAA products such as Click & Lease, and help escalate member needs across departments.

Qualifications

• Excellent written and verbal communication.
• Ability to stay organized while handling multiple tasks.
• Experience in customer support or service roles.
• Familiarity with CRM and productivity tools is a plus.

Responsibilities

• Adheres to Data Accuracy Policy
• Answering and addressing members needs in a timely manner
• Uphold and grow member satisfaction through relationship building
• Subject matter expert for NAA products, especially Click & Lease
• Collaborate with other departments on member escalations
• Keep detailed logs and accurate data of all accounts
• Execute projects to improve Customer Success workflows
• Monthly cyclical reporting and communication tasks

Skills

Excellent communication

Customer support experience

Organizational skills

Education

High School diploma or equivalent

Tools

Salesforce

ClickUp

Microsoft

Job description

Description

The Customer Success Specialist will work to develop relationships with our Top 50 Members as well as routine proactive outreach for things like member satisfaction and accounts receivable. This position is designed to collaborate with Customer Success with both proactive outreach and presently needed items via monthly routine workflows and one-off projects. By delivering support of excellence, the Customer Success Specialist aides NAA in continuing to be the industry standard.

Principal Accountabilities

List essential job functions: core responsibilities that are critical to success in this role; include only what is necessary or required to perform the job. Aim for at least 6 bullets, including “Adheres to Data Accuracy Policy” which can be found here.

• Adheres to Data Accuracy Policy


• Answering and addressing members needs in a timely manner


• Working to uphold and grow NAA’s member satisfaction through relationship building and a high level of dedication


• Being a subject matter expert for all products NAAS has or will have, with a focus on Click & Lease


• Collaborating with other departments to provide aid in member-related escalations


• Keeping detailed logs and accurate data of all accounts
  
• Accomplishing projects that aim to improve the Customer Success workflows


• Monthly cyclical reporting and communication tasks

Requirements

• High School or Equivalent Certificate


• Excellent written and oral communication skills


• Ability to remain organized and efficient while balancing multiple responsibilities
  

Preferred

General Understanding of platforms used at NAA: Salesforce, ClickUp, and Microsoft especially

Experience in Customer Support

Travel Requirements

Little to no travel

Physical Demands

While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds

Work Environment

Work is regularly performed in a professional office environment and routinely uses standard office equipment