Full time$80,000 – $100,000 per year + CommissionTapi is a SaaS platform that simplifies property maintenance and repairs for property managers. We've conquered New Zealand and are now market leaders. We are swiftly doing the same in Australia. Our customers love our product, and our team.We're on a mission to be the world's smartest property planner and largest property service provider. Simply put, we make maintenance suck less for everyone.Role DescriptionWe're on the hunt for a Customer Success Lead to work with clients in New Zealand.You'll be responsible for our New Zealand clients' onboarding, upskilling, and new feature adoption. You'll be a core brand ambassador for Tapi.Working with property management legends, your core role is to listen, advise and support our community on managing maintenance. Whether it's 1:1, group training (2-60), webinars (100s), talks at conferences, booth management… you'll exude the Tapi spirit.In this role, you work with everyone at a Property Management agency. You will need to be able to establish connections with every level effortlessly and quickly. Whilst working with 100s of agencies at a time, you'll have the initiative to analyse businesses and develop strategic plans for success. You will deeply understand your churn risk and upsell opportunities, balancing them effectively and efficiently through our internal structures.You will be measured on:Speed to onboardNPSNRRThis is a full-time hybrid role located in Wellington, New Zealand.ResponsibilitiesManaging our New Zealand accounts (both small through to medium). As we have market saturation, this will be 100s of accounts. You must be able to manage the volume effectively and efficiently.Be our New Zealand champion. Travelling around the country to meet our amazing community.Build strong, trusting relationships with Business Owners, Property Managers, End Users (Suppliers, Tenants, Landlords), and influencers. Your customers should want to spend time with you and value your insight and support to simplify and grow their business.Deliver an exceptional experience at every step of the lifecycle from sales handover, onboarding, adopting, account health, cross-selling.Be the voice of your customers within Tapi. Empathise with them and hustle to ensure you and Tapi deliver an exceptional experience.Deeply understand your customer's data and how to turn the dial. We are consultants, not just trainers. They invest in us to make their team's more efficient and better supported.Successfully launch and drive adoption of new features / revenue streams.Consistently build your pipeline of referrals and endorsements.Manage your customer's renewal cycle.Develop written and video content for your customer base.Qualifications:What we're really looking for is someone who is empathetic, enthusiastic and hungry for personal success and for the team around them. If you have ever felt that rush of making a difference in your workplace, please apply for this role.If you have customer success experience, that is fantastic!Experience in working with customers in some way... & not just experience. You nail customer serviceYou connect & form relationships easilyAn aptitude for a good yarnResilience & Positivity in spadesStrong communication skills (both written and verbal)Able to analyse, understand and improve customer's success metricsHighly organised - think spinning platesDegree preferredFamiliarity with property management industry practices and software solutions are helpful, but not criticalOther benefits:Great banter with workmatesFull fridge of bevviesProfessional growth coming out your earsIf you think this sounds like you, we'd love to hear from you!Your application will include the following questions:Which of the following statements best describes your right to work in New Zealand?Report this job advert Don't provide your bank or credit card details when applying for jobs.#J-18808-Ljbffr
