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Customer Success Manager

2 weeks ago

Wellington City, New Zealand Tapi Limited Full time

*MUST BE LOCATED NEW ZEALAND* We will not consider international applicants.

Tapi is known for being a disrupter in the world of Property Maintenance through their world leading suite of products in New Zealand and Australia. Tapi is on a mission to help write the next chapter of every property, better than it has ever been written. To become the world’s smartest property planner and largest service provider.

Tapi’s Customer Success team engages our customers to drive Tapi’s adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging property management teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the Tapi team to uncover new ways to make Tapi a part of everyday property management life and to improve our product.
**What You’ll Do**
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
- Enable successful roll-out of Tapi to customer employees, including sharing and developing relevant resources to make things easy for them to get value from Tapi products
- Maintain a cadence of communicating with customers about insights from their data, to help them optimise their business workflow and growth
- Identify opportunities for customers to act as Tapi advocates (e.g. testimonials, case studies, referrals)
- Collaborate closely with Sales to support new customers, renewals, and expansion opportunities
- Marshall resources across the Tapi org as needed to support customers needs
- Represent the voice of the customer to inform our sales process and product roadmap

**Requirements**:
**What We’re Looking For**
- 3+ years in a Customer Success, Relationship Management, Account Management, Property Management or similar role
- Experience working with small and large enterprise customers
- Exceptional communication skills, highly organised, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals

**Skills**
- Results-driven mentality, with a bias for speed and action
- Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
- Strong ability to quickly learn new software
- Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

**Benefits**
- Work in a people focused, supportive and fun team environment.
- Work with a bunch of smart, passionate and generally great humans.
- Central Wellington location with working from home flexibility.
- Fast paced, exciting business that is innovative, customer-focused and growing at pace.
- Play a significant role in creating the future of Tapi and property care.
- Global business with opportunities to travel.