Client Success Specialist, MRI Software
More information about location
Real estate software
Be an early applicant
Real estate software
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To give organisations the freedom to transform the way communities live, work and play through the industry’s most comprehensive, flexible, open and connected technology platform.
Role
Who you are
- Bachelor’s degree in business management or related field; Masters preferred – and/or relevant qualification and/or relevant experience
- Comprehensive knowledge and deep practical experience of MRI’s solutions, the market, and clients is essential
- Proven ability and record of resolving client challenges and identifying service and software opportunities
- 5+ years’ experience managing client escalation and retention challenges
- 5+ years’ client relationship and mediation experience
- Demonstrated ability to take concrete actions to deliver and inspire
- Polished skills in communication, mediation, planning, and cross team collaboration
- Excellent documentation and presentation skills
- Collaborator with Problem Solving, ‘Can-do’ Mindset and a client centric focus
- Willing to travel to client sites
- We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
What the job involves
- As Client Success Specialist working primarily with our Social Housing clients, you will be at the centre of customer interactions ensuring that client retention and satisfaction are maximised
- Client Retention Strategy: Work with the MRI strategy to address clients at risk of leaving, including understanding their reasons, along with exploring and executing solutions to retain ARR
- Effectively Resolve Client Escalations: Support client issues and escalations by having proactive customer dialogue, devising action plans to remedy the situation, and ensuring the customer is satisfied once the matter has been concluded, whilst protecting MRIs best interests
- Client Risk Management: Support AMs to review and update the risk records for clients, ensuring accurate and detailed information is provided
- Client Communication: Proactively speak to clients to ensure they are happy, build relationships and ensure they are making best use of their solutions
- Client Attrition Analysis: Analyse and address the reasons behind client attrition, focusing on actionable steps to retain clients
- Client Feedback: Collect and analyse client feedback to identify and address product, Professional Services and support issues contributing to client dissatisfaction
- Identify Additional Business Opportunities: Identify additional billable solutions and services that can be provided
- Generate ARR & Professional Services Revenue: Encourage clients to convert their demand into long term ARR bookings, and services
- Maximise Client Satisfaction: Manage and support quarterly review meetings with customers, highlighting the benefits of our service, addressing any service/product concerns, and identifying opportunities
- Customer Satisfaction: Review and action customer satisfaction surveys (rNPS) that can be used to improve our future offerings
Salary benchmarks
Our take
MRI Software is an open, AI-first platform that has been pioneering the PropTech industry for over 50 years. Most recently, the company has been making a slew of global acquisitions. Of its nearly 50 acquisitions, 7 were made in 2022 alone. This has enabled the company to keep pace with the rapidly growing real estate market and deepen its competitive edge in the sector.
The company provides its clients, a list of 45,000+ that includes Lego, Tesco, Boeing, Forever 21, and Planet Fitness, with a range of innovative software applications and solutions. These products address the unique needs of the real estate business, from property-level management and accounting to global commercial and residential market analytics.
Along with its acquisitions, the company has been expanding its sales, services, and revenue operations teams to support further growth and innovation. The company has grown significantly over the last 5 years, enjoying impressive revenue growth, expanding its global operations, and strengthening its position in the US. Through continued expansion of its technological capabilities and global foothold, MRI Software is set to see continued success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (1 round)
Jan 2013
$3.6m
SERIES A
Total funding: $3.6m
Company benefits
- Remote Work Opportunities
- Flexible Working Opportunities
- PTO + Company Holidays
- Tuition Reimbursement
- Breastfeeding Support
- Volunteer Time Off
- Annual Performance Related Bonus
- Unique Perks
- And More (Varies by Location)
- Private Medical Insurance + Life Assurance Cover
- Gym Reimbursement
Company HQ
Solon, OH
Leadership
Patrick Ghilani
(CEO)Currently Member of the Board of Directors at Revalize and Insurity. Previously Member of the Board of Directors at Insight Software and Director of Intuit.
Share this job
View 4 more jobs at MRI Software