Client Success Associate

Overview

Cherre is now a RealPage company, expanding our ability to deliver innovative data and technology solutions that transform the real estate industry. Join us as we build what’s next together.

Cherre is the leader in real estate data and insight. We connect decision makers to accurate property and market information, and help them make faster, smarter decisions. By providing a unique “single source of truth,” Cherre empowers clients to evaluate opportunities and trends faster and more accurately, while saving millions of dollars in manual data collection and analytics costs.

At Cherre, we take client experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, client satisfaction, client relationships, renewals, and growth across our existing client base.

As a Client Success Associate you'll play a pivotal role in ensuring our clients' success and satisfaction. As a key member of our Client Success Team, you'll contribute to shaping policies and practices that help seamlessly integrate Cherre’s products into our clients' daily operations. Your responsibilities will include working with Client Success Managers in maintaining strong relationships with platform users and data partners, helping implement and support API / custom dashboard projects, all aimed at maximizing Cherre's value for our clients. Your role will also be instrumental in ensuring prompt resolutions to client issues through diligent monitoring of our Intercom ticketing system.

Additionally, you'll collaborate with the Client Success Team to contribute to periodic business reviews and strengthen client relationships. Your contributions directly impact our clients' business outcomes, fostering loyalty and driving retention. You'll also have the opportunity to showcase our successes through client references and case studies, collaborating with cross-functional teams to create compelling collateral.

Responsibilities

• Contributing to our client-facing Client Success processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ everyday workflow.
• Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience.
• Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners.

• Monitoring Cherre’s Intercom ticketing system to ensure prompt responses / resolutions to client issues.

• Supporting Client Success team in collaborative engagements, such as helping build out quarterly business review decks, to maintain and enhance client relationships.

• Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention.

• Collaborating with the Client Success Team to cultivate client references and case studies, while also liaising with Marketing, Product, and Sales teams to help create client collateral.

• Channeling client feedback to the product team, and working with the team to find solutions that meet or exceed client expectations.

• Handling client escalations and helping with successful resolution.

• Supporting client renewals and partnering with internal stakeholders to execute accordingly.

• Identifying expansion opportunities and assisting clients in evaluating new data sources to enhance their business outcomes.

• Assist in the development, maintenance, coordination and monitoring of project plans and schedules.

• Ensure all project documentation is up-to-date and properly stored.

• Prepare and distribute regular project status reports, highlighting key milestones, risks, and issues.

• Document meeting minutes, action items, and follow-up tasks from project meetings.

• Track project deliverables and ensure all team members are aware of their responsibilities and deadlines.

• Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned.

• Maintain and update project management tools and software.

Qualifications

Education:

• Recognized qualification in Business Administration, Project Management, or a related field.

Experience:

• 2-4 years of experience in project coordination, project management, or a related administrative role.
• Experience working in a fast-paced, dynamic environment, preferably in the tech or real estate industry.
• Familiarity with agile delivery and project management methodologies and frameworks.

Skills:

• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Attention to detail and a high level of accuracy in documentation and reporting.
• Excellent verbal and written communication skills.
• Ability to effectively communicate with project team members, stakeholders, and clients.
• Proficiency in project management software and tools (e.g., Monday.com, JIRA).
• Strong Microsoft Office skills, particularly in Excel, Word, and PowerPoint.
• Effective time management skills with the ability to prioritize tasks and meet deadlines.
• Ability to work collaboratively with cross-functional teams and build strong working relationships.
• Experience in facilitating team meetings and discussions.
• Flexibility to adapt to changing project requirements and priorities.
• Ability to work independently and take initiative in a fast-paced environment.
• Experience providing administrative support to senior project managers or executives.
• Ability to handle confidential and sensitive information with discretion.

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