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Senior Customer Success Manager

Tapi

Tapi

Customer Service, Sales & Business Development
Auckland, New Zealand · Wellington, New Zealand
Posted on Wednesday, June 5, 2024

Company Description

Tapi 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 Description

We're on the hunt for a Senior Customer Success Manager 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 onboard
  • Feature adoption
  • Ambient cSat
  • NPS
  • NRR

This is a full-time hybrid role located in Wellington, New Zealand.

Responsibilities

  • Managing 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 service
  • You connect & form relationships easily
  • An aptitude for a good yarn
  • Resilience & Positivity in spades
  • Strong communication skills (both written and verbal)
  • Fast Learner
  • Able to analyse, understand and improve customer’s success metrics
  • Highly organised - think spinning plates
  • Computer literacy e.g. Google Suite, Emailing etc.
  • Degree preferred
  • Familiarity with property management industry practices and software solutions are helpful, but not critical

Other benefits:

  • Great banter with workmates
  • Full fridge of bevvies
  • Professional growth coming out your ears

If you think this sounds like you, we'd love to hear from you!