Top Member Success & Relations 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

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.