iREMS Customer Success Manager
Posted Updated 3
views
Description
- Develop a deep understanding of customer business requirements, industry challenges, and goals
- Gain a strong understanding of customer usage of iREMS to maximize adoption, provide best practice solutions, and ensure account retention and growth
- Develop and manage a portfolio of core customers, identifying new expansion opportunities and closing upsells and renewals
- Facilitate customer onboarding and training
- Leverage internal business analytics tools to assess customer adoption and potential churn risk
- Create and implement customer success plans for at-risk customers
- Provide high-level support including monitoring support tickets and flagging anomalies
- Perform defined customer support activities to improve customer relationships
- Participate in business backlog review to report problems and understand issues discovered elsewhere
- Accelerate new user adoption through functional and conceptual instruction and continuous education on new feature enhancements
- Be the voice of the customer internally and build strong working relationships with the product team to provide feedback and ensure customer success
- Conduct regular status calls with customers
- Build trust by providing responses to questions, concerns, and feedback in a positive, concise, and empathetic manner
- Recognize customer trends and collaborate with internal teams on solutions to improve customer experience
- Report regularly to internal stakeholders on various customer success metrics
- Document the business relationship and internal performance reporting, keeping client project documentation up-to-date
- Exceptional ability to communicate complex business and technical concepts clearly
- Clear, precise written communication and strong presentation skills with a client-oriented mindset
- Proactive thinking anticipating potential issues and spotting emerging opportunities
- Ability to quickly understand client problems and develop effective, tailored solutions
- Confident client management skills with flexibility to adapt to evolving client needs
- Ability to manage multiple projects in parallel while meeting deadlines and maintaining priorities
- Strong systems logic with ability to understand and map business processes into software
- Growth mindset open to new approaches and committed to finding holistic best practices
- Collaborative team player welcoming feedback and driving constructive outcomes
- Experience with real estate management or other financial system implementations and operations
- Domain expertise in financial processes, property operations, or real estate administration including familiarity with industry best practices
- Proven track record in project management and client-side system implementation projects
- Experience modelling and optimising enterprise business processes and translating them into structured system requirements
- Skilled in producing detailed project documentation and training materials in English
- Familiarity with agile project management methodologies applied during system implementations
- 3–5 years in project management, system configuration, or application management
- Experience in the relevant industry segment such as commercial real estate, finance, or IT
- Experience in client-side system implementations and project management
- Skilled in creating project documentation and delivering training sessions
- Experience modelling and optimizing enterprise business processes
- Familiarity with agile project management methods
- Advanced English
- Hands-on experience with data migration projects including data cleansing, field mapping, and system loading
- Involvement in business process redesign and change management initiatives
- Expertise in the administrative side of financial processes for property management
- Participation in data migration projects
- Knowledge of an additional foreign language
- Remote work
- Regular training and development opportunities
- Use of cutting-edge agile software development methodologies
- International work environment
- Solution-oriented company culture
- Competitive salary
- Regular team buildings engaging with a dedicated and motivated team