Affordable Customer Success Specialist (REMOTE)

Elmington - Nashville, TN

Full-time - Mid Level

Remote - Nashville, TN

About the position

The Affordable Customer Support Specialist plays a crucial role in ensuring customer success, particularly for those in the Affordable Housing sector. This position involves assisting customers with product inquiries, troubleshooting issues, and supporting the sales team with product demonstrations. The specialist will also facilitate the onboarding of new clients, ensuring compliance and addressing specific needs related to affordable housing. Collaboration with the product team to provide feedback and improve offerings is essential, as is the ability to build strong relationships with customers and stakeholders.

Responsibilities

• Build and foster strong relationships with customers and key internal and external stakeholders, serving as the primary point of contact for Affordable Housing-related needs.
• Provide first-line support to customers through phone, email, and tutorials, addressing questions and troubleshooting issues.
• Collaborate with the Sales team to support product demonstrations for potential clients, highlighting features and benefits specific to Affordable Housing.
• Assist in the implementation of new clients in the Affordable Housing sector, ensuring a smooth onboarding experience that addresses compliance and operational workflows.
• Work closely with the Product team to gather customer feedback, suggest improvements related to affordable housing, and escalate unresolved issues for timely responses.
• Create and update training materials, help center documentation, and internal knowledge bases to support customer success and optimize existing processes within Customer Success.
• Educate customers on navigating the solution and maximizing specific features, providing workarounds when product issues arise.
• Capture and relay the voice of the customer to internal teams for continuous product and process improvement, contributing to initiatives that enhance customer experience and support company scalability.
• Collaborate with cross-functional teams to support company growth, remaining flexible to assist in other Customer Success roles and initiatives as needed.

Requirements

• 5+ years' experience in Affordable Housing, with direct on-site property management experience required.
• Bachelor's degree or comparable experience preferred.
• Strong multitasking abilities.
• Patience and resilience when handling complex or challenging cases.
• Ability to present information effectively to diverse audiences and remain calm under pressure.
• Familiarity with help desk software and remote support tools.
• Excellent communication, problem-solving, and deadline management skills.
• Proactive, results-oriented approach with the ability to work effectively within a team.