Assistant Customer Success Manager (Remote)

Assistant Customer Success Manager | Reapit | Australia

Reapit – Who are we?

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connect property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation’s leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you’ll be doing

Reporting to the Head of Customer Success for MMI you’ll be involved in

• Managing a portfolio of customers in regional areas of Australia.
• Discovering our customers utility connection revenue goals, pain points and processes, offering tailored solutions to maximise revenue for both the customer and Reapit.
• Learning Reapit products and services, to better help the customer transact for utilities connections.
• Responding to customer requests in a timely and professional manner.
• Delivering 5-star Customer Satisfaction ratings
• Maintaining accurate records in Salesforce and other tools
• Strategically planning the growth of your portfolio.
• Conducting online meetings.
• Working closely with our field staff team, supporting them with administrative tasks to help enable their success on the road.
• Managing Move Me In’s VISA card reward program.
• Creating and updating Move Me In partnership documentation. 
• Managing Move Me In’s Member Services inbox, problem solving, working closely with the field sales staff to satisfy general utility connection partner requests.
• Assist with new partnership set-ups, maintaining checklists and conducting new partner audits.

Who we’re looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

• Must be residing in the Brisbane area
• Excellent Organisation and Time Management skills
• Self-motivated individual with an appetite to learn
• Real Estate Industry experience preferable
• Trustworthy and professional, with positive can-do attitude
• Team player with strong work ethic and self-motivation
• Consistent record of exceeding targets and KPI’s
• Attention to detail and accuracy, with excellent presentation and communication skills

What your impact and success look like

As an Assistant Customer Success Manager we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

• Get acquainted with the Reapit business, people, products & services
• Commence Product learning
• Internal department introductions, mapping & understanding
• Internal Process learning & sourcing
• Knowing your KPI’s & SLA’s, reporting
• Internal systems training
• Introduction to Utility Connection industry, begin fielding general enquiry.
• Introduction to your portfolio
• Introduction to MMI reward program
• Learn how to use the internal tools & systems

Within 3 months:

• Handover & Introduction to your customers
• Handover of MMI reward program
• Handover of member services inbox
• Communication cadence with your portfolio commenced
• Portfolio Growth plans being built
• Responding to customers queries
• Building internal relationships
• Expanding product knowledge & participating in knowledge share discussions
• Maintaining records and data as required

Within 6 months:

• Receiving 5-star Customer Satisfaction rating
• Successfully offering solutions and achieving KPI’s
• Maintaining a regular cadence of face-to-face meetings with your customers as required
• Participating in forums and events
• Providing feedback to our internal stakeholders

What’s in it for you?

We operate a Flexible Working Policy, with at least 2-3 days per week working from our Brisbane office. You must have a comfortable appropriate working space at home accommodating your office needs, on the days organized when you work from home.

We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits.

Don’t tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.

We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home