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TITLE

 

Customer Success Manager

COMPANY

 

Common

LOCATION

 

New York City, NY, US

Description

About Common
Common is the nation’s leading community-driven property manager, improving city living across 5 cities and for over 600 members. Using our signature approach to perfecting the modern rental experience, Common designs and operates coliving and traditional apartments in New York City, Chicago, San Francisco, Seattle, and Washington, D.C.

Common’s hands-on, end-to-end property management and technology offering allows us to deliver unparalleled services that address the actual needs of today’s renter while providing significantly above-market returns for our real estate partners. This makes us the preferred choice for city-dwelling adults looking for a stress-free and all-inclusive living environment.

It’s an exciting time to be part of Common’s team. We challenge ourselves every day not just to think about ways to make city living better, but to activate on those ideas in meaningful ways. Our team is comprised of real estate professionals, designers, engineers, salespeople, marketers, client service representatives, and so much more. We work collaboratively, value self-startership, and embrace a “whatever it takes” mentality to ensure our work is done and done well.

Common was founded by General Assembly co-founder Brad Hargreaves and has raised over $65MM in venture funding. 

 
About the Role
Common is seeking a Customer Success Manager to support our growing community of members.  As a key member of Common’s Customer Success & Experience team, you will manage the relationship between Common and the members in your portfolio of homes. You will serve as the face of Common to your members, ensuring that their experience living with us is a great one.
 
 
Responsibilities 
  • Manage the lease renewal process to maintain a high member renewal rate
  • Execute touch points throughout the customer journey to ensure a smooth move-in and ongoing engagement
  • Handle escalations beyond daily support, including interpersonal disputes between members and safety concerns
  • Facilitate member requests to transfer between homes, including qualification and walkthrough of options
  • Work closely with Experience Managers to execute on member feedback, service recovery, and surprise & delight initiatives
  • Upsell of additional services
  • Potential for quarterly travel to remote markets outside of our NYC HQ 
 
Requirements
  • 2+ years experience in customer service, account management, social work, or a similar role
  • Extreme level of empathy and ability to connect with people from all walks of life; ability to balance a passion for making people happy while setting expectations that will scale
  • Strong communication skills, both verbal and written
  • Impeccable organization, attention to detail, and ability to handle high volume and manage your own time
  • Self-starter that’s comfortable operating in an ambiguous environment and able to make smart decisions quickly using both data and strong emotional intelligence
  • Experience working cross-functionally with a demonstrated ability to both give and receive constructive feedback
  • Experience managing a portfolio in Salesforce or similar CRM
 
What We Offer
Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy. Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees such as paid vacation and sick time, medical, dental and vision insurance, Company paid life insurance, Company paid STD/LTD Insurance, FSA + HSA options, commuter transit benefits, generous paid parental leave (up to 16 weeks!) and a 401K. Additional benefits such as Company equity, paid holidays, weekly team lunches + weekly happy hours, a fully stocked kitchen, flexible working hours, job training + development opportunities + a great wellness program are also available. And as always, we are regularly evaluating our offerings to ensure employees needs are being met.

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, sexual orientation, gender identity or expression, legally protected physical or mental disability, military or veteran status or any other basis protected under applicable federal or state law.

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