Client Success Associate

Cherre is the real estate industry's leading data management platform, powering more than $3 trillion AUM globally. Our end-to-end platform helps clients connect, transform, analyze, and act on trusted data to increase efficiencies, reduce risks, gain visibility into market trends, and make strategic moves in response to changing market conditions.

At Cherre, we take client experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, client satisfaction, client relationships, renewals, and growth across our existing client base. 

As a Client Success Associate you'll play a pivotal role in ensuring our clients' success and satisfaction. As a key member of our Client Success Team, you'll contribute to shaping policies and practices that help seamlessly integrate Cherre’s products into our clients' daily operations. Your responsibilities will include working with Client Success Managers in maintaining strong relationships with platform users and data partners, helping implement and support API / custom dashboard projects, all aimed at maximizing Cherre's value for our clients. Your role will also be instrumental in ensuring prompt resolutions to client issues through diligent monitoring of our Intercom ticketing system. 

Additionally, you'll collaborate with the Client Success Team to contribute to periodic business reviews and strengthen client relationships. Your contributions directly impact our clients' business outcomes, fostering loyalty and driving retention. You'll also have the opportunity to showcase our successes through client references and case studies, collaborating with cross-functional teams to create compelling collateral.

Responsiblities

• Supporting the development and enhancement of client-facing Client Success processes, policies, playbooks, and values to ensure seamless integration of Cherre into our clients' daily workflows
• Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience. 
• Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners. 
• Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues.
• Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships.
• Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention. 
• Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral.
• Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations. 
• Handling client escalations and helping with successful resolution. 
• Supporting client renewals and partnering with internal stakeholders to execute accordingly. 
• Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes.
• Assist in the development, maintenance, coordination and monitoring of project plans and schedules.
• Ensure all project documentation is up-to-date and properly stored.
• Prepare and distribute regular project status reports, highlighting key milestones, risks, and issues.
• Document meeting minutes, action items, and follow-up tasks from project meetings.
• Track project deliverables and ensure all team members are aware of their responsibilities and deadlines.
• Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned.
• Maintain and update project management tools and software.

Qualifications

• Recognized qualification in Business Administration, Project Management, or a related field.
• 2-4 years of experience in project coordination, project management, or a related administrative role.
• 1+ years of real estate/insurance/consulting/B2B SaaS industry experience.
• 1+ years of client-facing experience and experience working with executives.
• Strong Excel/CSV acumen.
• Proven experience and ability managing successful business outcomes and product upsells.
• Experience working with a ticketing system and proven track record of prompt resolutions under tight deadlines.
• Highly organized with the ability to define milestones, success criteria, and resources allocation to ensure on-time delivery. 
• Analytical mindset to leverage data and statistics to identify patterns and anomalies, and generate recommendations for process/product improvements. 
• Excellent verbal and written communication, presentation, conflict resolution, and problem solving skills, with focus on guiding clients through adopting out-of-the-box features as opposed to custom deliverables. 
• A client-centric mindset and approach to all interactions.
• Experience working in a fast-paced, dynamic environment, preferably in the tech or real estate industry.
• Familiarity with agile delivery and project management methodologies and frameworks.
• Attention to detail and a high level of accuracy in documentation and reporting.
• Proficiency in project management software and tools (e.g., Monday.com, JIRA).
• Strong Microsoft Office skills, particularly in Excel, Word, and PowerPoint.
• Ability to work collaboratively and facilitate with cross-functional teams and build strong working relationships.
• Experience providing administrative support to senior project managers or executives.
• Ability to handle confidential and sensitive information with discretion.

Nice to Have

• Experience with G-Suite, Intercom, Salesforce, Mixpanel, and PowerBI.
• Background in project management.
• Knowledge of agile scrum delivery methodology.
• Experience working closely with the Client Success, Engineering, Product Management teams to ensure a seamless transition from onboarding to ongoing client success.
• Familiarity with the data vendors used in the commercial real estate and prop-tech industry with a focus on: property characteristic data, transaction data, MLS data, rental data, valuation data, school/demographics data, and shapefile data.

Benefits

• Competitive Base Salary: Enjoy a salary range of $50,000-70,000k / year, commensurate with experience and performance.
• Equity Opportunities: As part of our commitment to shared success, we offer equity options, allowing you to participate in the growth and success of Cherre.
• Attractive Healthcare Plans: Access comprehensive health, dental, and vision insurance plans to ensure you and your family stay healthy and well-supported.
• Paid Parental Leave: We offer generous paid parental leave to help you balance family and work commitments during those important early days.
• Unlimited Vacation: Recharge and maintain work-life balance with our unlimited vacation policy, giving you the flexibility to take time off when you need it.
• Flexible Work Schedule: Enjoy the freedom to manage your work hours in a way that best suits your lifestyle and productivity.

If this opportunity sounds interesting, apply or reach out to our internal talent team. We are happy to tell you more about Cherre: the technology we work with, the problems we solve, the team we are assembling, and the culture we all contribute to. We are excited you are considering working with us and look forward to hearing from you!

“At the top of the mountain we are all snow leopards.” - Hunter S. Thompson

Cherre is an equal opportunity employer. We pride ourselves on hiring the best people for the job no matter their race, sex, orientation, nationality, religion, disability, or age.