The Customer Success Operations Manager I executes customer-related analysis and effectively and efficiently troubleshoots customer-reported issues with some leadership oversight. In addition, they are accountable for partnering with the internal team to support reporting on customer satisfaction through KPI development, analysis, and monitoring.

In this role, you will be responsible for growing and building an existing team of support team members, managing the quality and efficiency of the team’s output through all client communication channels, and overseeing the team’s technology tools, processes and workflows.

In this role, you will be the trusted advisor and strategic partner for our customers, ensuring they maximize the value of their StarRez investment by providing proactive guidance and analyzing adoption. You will drive engagement and help customers optimize their housing management operations through best practices and strategic insights.

The Customer Service Trainer will be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures and best practices for customer service.