Manage client relationships as a trusted advisor, handling requests, escalations, and customer support through phone and Zendesk. Coordinate with Accounts Payable, Accounts Receivable, Operations, and Support teams to resolve issues, establish bank accounts, complete reconciliations, and provide timely communication. Track relationship KPIs, gather customer feedback, and prioritize work in a fast-paced remote environment.
Enumerate is hiring a Relationship Manager to serve as a trusted advisor and partner for our clients. This role is responsible for managing client requests and providing timely and results-based customer service. The Relationship Manager acts as a liaison between our clients and our internal teams, including Accounts Payable, Accounts Receivable, Operations, and Support. This role is responsible for the project management of client requests to ensure transparent communication and a timely resolution.
Candidates for this role must be located in the United States and able to work EST or CST time zones. This is a remote role with occasional travel to Fort Lauderdale, FL.
Key Responsibilities:
- Be the voice of the customer and navigate internal processes with stakeholders from various teams.
- Provide support to associations, granting users access to Enumerate Central and triaging issues as they arise
- Act as a liaison between clients and internal teams, working with the client to gather the information and documentation needed by internal teams to set up bank accounts and complete reconciliations
- Assist with challenging customer requests or issue escalations as needed.
- Answer customer questions in a timely and accurate manner via phone or Zendesk ticketing system.
- Assess customer needs and communicate feedback to peers and leadership
- Collaborate with cross-functional teams to resolve customer requests in a timely and effective manner
- Track key performance indicators related to client relationships, such as customer satisfaction, retention rates, and revenue growth
- Maintain a strong understanding of customer needs and a commitment to delivering exceptional customer service
Requirements:
- 2+ years of experience in Customer Success or Account Management
- Experience in real estate, property management or HOA/COA industries is strongly preferred
- Strong customer service and project management skills
- Ability to organize a daily workload by priorities and to meet deadlines in a fast-paced quickly changing environment.
- Prior experience using Asana or other project management tools is a plus
- A background in accounting, bookkeeping or community association management is a plus
The pay range is inclusive of base salary plus any applicable bonuses or commissions.
Total compensation pay range (annual salary):
$55,000—$65,000 USD
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