About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

About RentalGuardian

RentalGuardian is Inhabit’s leading insurance product offering within their vacation short-term rental division; we provide vacation protection solutions built for the vacation rental industry. RentalGuardian partners with InsureStays (dba Sandhills Insurance Group), a licensed insurance agency, and nationally recognized underwriters to provide products best suited to the needs of the short-term rental industry. These products include travel insurance, property protection and a liability protection bundle, which protects the property manager and homeowner.

Job Description

A Customer Success Advocate plays a crucial role in supporting our Account Management team by ensuring exceptional customer experiences and driving customer retention. This role focuses on proactive customer engagement, efficient issue resolution, and providing valuable support to both customers and Account Managers. The ideal candidate is highly organized, possesses excellent communication skills, and is passionate about delivering outstanding customer service.

Functions and Responsibilities

Customer Onboarding and Support:

• Assist Account Managers with onboarding new customers, ensuring a smooth and efficient process.
• Provide timely and accurate responses to customer inquiries via email, phone, and chat.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate teams.
• Create and maintain customer support documentation and knowledge base articles.

Proactive Customer Engagement:

• Conduct regular check-ins with customers to ensure satisfaction and identify potential issues.
• Monitor customer usage and proactively reach out to offer assistance and guidance.
• Identify opportunities to improve customer experience and provide feedback to the Account Management team.
• Assist with the creation of customer facing training materials.

Account Manager Support:

• Provide administrative support to Account Managers, including scheduling meetings, preparing reports, and managing customer data.
• Assist with the preparation of customer presentations and proposals.
• Participate/Lead Client Training sessions
• Track customer interactions and maintain accurate records in CRM systems.
• Help to organize and track customer feedback.

Data Analysis and Reporting:

• Collect and analyze customer feedback and usage data to identify trends and areas for improvement.
• Generate reports on customer satisfaction, retention, and support metrics.
• Provide insights to the Account Management team to inform customer strategy.

Collaboration and Communication:

• Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure customer success.
• Communicate effectively with customers and internal stakeholders.
• Participate in team meetings and contribute to process improvement initiatives.

Minimum Qualifications

• 2+ years of experience in customer service, customer success, account management or a related field.
• Strong interpersonal and communication skills (verbal and written) to build rapport with existing and prospective clients.
• Experience in driving adoption through effective change management
• Ability to prioritize and multi-task, including navigating through multiple business applications.
• Demonstrated experience analyzing data, identifying trends, and recommending solutions.
• Experienced in technology, giving online demos and online scheduling software
• Proficiency in Microsoft Office (Excel, Word and PowerPoint. Google Suite skills preferred.

Education Requirements

• Bachelor’s Degree in Business or related discipline

Type

• Salaried, Exempt, Full-Time

Location

• Mason, OH (Hybrid)

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Retirement Savings Plan (401K) with discretionary company match
• Short- and Long-Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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