Client Success Manager II

Who We Are
Neighborly Software was built to help communities make a difference in the lives of low-income families and vulnerable populations. Our mission is simple, “Helping Communities, Help People.”

Headquartered in Atlanta, GA we offer a cloud-based technology platform for the administration and disbursement of governments funds for programs such as Housing, Economic, Community Development, Disaster Recovery/MIT, Home Energy Rebate Programs, and Housing Choice Voucher programs.

As a Client Success Manager (CSM) at Neighborly Software, you will manage a portfolio of clients with responsibility for their success, retention and account growth. CSMs will build relationships with clients to define goal outcomes, create success plans and coach and train users on our software. CSMs will develop subject matter expertise in the configuration and use of our software solution to meet individual client needs and will coordinate with internal resources as necessary to ensure client satisfaction and success.

Key Responsibilities:

· Proactively and efficiently resolve Client Success inquiries via multiple channels of communication: phone, email, and ticket support inquiries

· Maintain HUD industry knowledge and best practices to address questions and to suggest solutions to client inquiries

· Educate clients on software features or additional functionality that will best meet their needs

· Proactively nurture the client relationship to promote retention and expansion

· Evaluate clients’ current processes and configure our solution to meet their needs while recommending Neighborly Software best practices

· Enact a high level of attention to detail during add-on software configuration

· Collaborate with teammates to conduct peer-reviews of configured solutions

· Communicate with finance to ensure accurate invoicing is completed

· Build a value-based relationship with clients to ensure overall use and satisfaction with our solution

· Performs other duties as assigned

Qualifications:

• Minimum of 2 years in a client-facing, consultative role within a Technology environment, specifically with SaaS

• Experience writing and using basic HTML

· Excellent communication and presentation skills to effectively communicate information to internal and external stakeholders in person and in virtual environments

• Potential to become an expert in our products and act as a SME of Housing and Urban Development (HUD) programs

• Experience with Customer Relationship Management (CRM) Software

Desired Qualifications:

· Bachelor’s degree

· Experience working with housing, economic, and community development organizations or Housing Authorities

· Knowledge of HUD programs, specifically Housing Choice Vouchers and/or Federal Programs such as CDBG, ESG, HOME, and HOPWA

Why You’ll Love Working Here:

• Comprehensive Benefits – Medical, Dental, Vision plan options and Company-Paid Short-Term Disability and Life Insurance

• 401K Contributions – Generous employer match with immediate vesting

• Generous Time Off – 5 weeks of PTO, 9 paid holidays, and 3 days of volunteer time off each year

Neighborly Software is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.