Commercial Real Estate
Industry: Yardi / Help desk
Location: Remote opportunity
Education: • Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience
Salary: Very competitive salary and excellent benefits
REMOTE ROLE - Yardi support services firm is currently transitioning from using Consultants to now staffing with their own employees and seeking to hire a Support Services Optimization Specialist. You will carry out responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems. We're looking for an expert in their line of business (Commercial, Residential, Mixed-Use, Flex Space, Senior Living, Student Housing, etc.). As a member of the Support Services and help desk team, you will be asked to assist with help desk tickets, analyze ticket data, provide clients with ideas to improve efficiency, improve use of the technology platform, suggest training opportunities, suggest new technologies, new modules, and new functions. Support Services Optimization Specialists also are asked to join task forces for special projects, some of which are internal business process enhancements. You ensure that clients are not just buying the product, you are ensuring they have a positive experience with the implementation and ongoing support. To this end, you will talk with clients, collect data, configure and customize features, define goals and provide training. For projects, you will report to the Project Manager, while simultaneously working with a small team of other implementation specialists. Although you spend most of the time in your home office, you may be asked to meet with clients at their offices, to company meetings and industry conferences. This job has no direct supervisory responsibilities.
Understand and discuss the value of the systems you are supporting
Support clients based on contracted Service Level Agreements (SLAs)
Review support requests and determine areas that clients can use technology and best practices to improve efficiency and their technology platform
Create analytics for each client and across all clients to strengthen Company to offer new products and services to be a PropTech industry leader
Develop content, ask questions and lead discussions with clients to ensure you understand their needs now and in the future and be able to provide a high level of service; talk with the client to get a detailed picture of what the client wants, needs and desire to identify the unique priorities of each client and project
Work with team members and clients in a professional, patient, and supportive manner
Excellent time management; make certain you meet due dates, internal/external project team members are held accountable
Manage your project tasks according to the project plan, understanding the project goal and taking initiative to maximize clients' investment in the software and your consulting services
Identify the client's main goals using this information to customize the client's system to suit their individual needs. This typically involves tasks such as importing data, designing interfaces, modifying configuration options and designing/scoping custom reports
Training - design training curriculum, agendas, training exercises and demonstrate the system and its features. Train the client how to use the system and follow up to ensure the training met or exceeded expectations
Support - be available for onsite and offsite support to ensure the client is using the system to the bet of their ability and maximizing their use of the platform
Lead professional/business meetings in person, web meetings and over the telephone
Continuously evolve and direct personal growth and training for maximize your value in this position. Stay up to date on software and related technologies that affect internal team and your clients' industries
Maintain positive and strong relationships with the internal team and software vendors
Some travel required
Performs other related duties as assigned by management
Successful Client Service Associates are detail-oriented, results-driven individuals who will do whatever it takes to meet a client's needs. They are just as adept at solving complicated technical problems as they are at conversing with clients, and they always maintain an air of professionalism. In addition to these general skills and personality traits, we are looking for Implementation Specialists with the following skills:
5 or more years of Yardi Systems software experience required
2 or more years of public speaking, leading in-person training required
Microsoft Office, Microsoft Teams, Microsoft 365 experience preferred
Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience
Company offers a very competitive salary and benefits.
For immediate consideration please forward your resume to firstname.lastname@example.org. Confidentiality is assured!
THIS IS A PERMANENT DIRECT HIRE OPPORTUNITY AND OUR FEES ARE ALWAYS ASSUMED BY THE HIRING COMPANY.
Keywords: yardi, implementation, support services, optimization specialist, commercial, residential, mixed use, flex space, senior living, student housing, help desk, ticket data, technology platform, modules, yardi systems, public speaking, Microsoft Office, Microsoft Teams, Microsoft 365, analytical, detail-oriented, strong communication skills, project management, configuration, customization, create analytics, develop content, time management, importing data, designing interfaces, modifying configuration options, designing/scoping custom reports, training