SUMMARY

Propertyware and Buildium are property management softwares. We're passionate about helping hard-working entrepreneurs grow their property management businesses. We're collective of uniquely talented individuals who are at the top of our game and are determined to get better at what we do every day. Our determination to make our customer's lives better and break records is contagious - you find yourself becoming intensely passionate about the work that we do,, even if the property management industry was never on your radar before you got here.

PRIMARY RESPONSIBILITIES

• Oversee a team of 6-8 PH Platform Onboarding Specialists cross-trained on both Buildium and Propertyware, highlighted by weekly one-on-one and team meetings to minimize customer backlog, drive customer product adoption and resolve customer escalations.
• Coach PH Platform Onboarding Specialists, evaluate role competency performance and support the team in developing career growth plans.
• Enable PH Platform Onboarding team on internal and customer-impacting process changes including ePay application process, internal lead sharing, screening incentives, among others.
• Partner with Sr. Manager, PH Platform Onboarding to represent PH Platform Onboarding cross-functional initiatives including Voice of
• Customer, High Value Customer Go-To-Markets and Buildium Product Releases.
• Recruit, interview and hire PH Platform Onboarding Specialists to support new customer growth.
• Partner with Sr. Manager, PH Platform Onboarding to co-lead Buildium's "low-touch" onboarding program focused on 1-50 unit new Buildium customers.
• Co-Accountable and co-responsible for overall performance of PH Platform Onboarding as a direct report of Vice President, Success.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Experience working with and leading a team implementing a high volume new customer inflow.
• Technical aptitude of SaaS products with track record of learning and mastering a software's functionality and customer value.
• Proven record of managing customer expectations and customer challenges.
• 2+ years of experience as a team mentor, coach or first-time manager of a SaaS onboarding or customer success team.
• 2+ years of experience managing cross-functional projects involving customer success, product and sales.
• Proven track record of process improvement and creation to solve for the customer.
• Confidence navigating Salesforce, JIRA, Confluence and other apps.
• Strong ability to manage relationships up and down the organization including executives, managers and individual contributors.
• Excellent communication and project management skills.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• In-depth knowledge of Buildium and Propertyware product functionality, competitive landscape, and points of differentiation.
• Experience in the residential property management industry is a plus.
• Experience working across geographies as part of a global and distributed team.

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