Customer Success Associate
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Flamingo is a Resident Retention Platform. We help large apartment companies quickly boost their resident retention with an all-in-one platform. You can learn more about us here: https://getflamingo.com/
Flamingo's platform has 2 parts:
- 2-Sided Marketplace: Flamingo recruited a network of thousands of event hosts (e.g. caterers). Property managers can create an account and quickly start booking events.
- Enterprise Software Platform: Apartment operators pay Flamingo a per unit per month fee for Flamingo's full platform or for just the parts they they need.
We are looking for Customer Success Associate to help with the following things:
- Improve Marketplace Conversion Rate of Marketplace Accounts from Account Creation > First Event Book > Repeat Booking > Marketplace Subscription
- Onboard new customers if they don’t book first event within 7 days
- Improve repeat bookings & get repeat bookings if someone stops booking
- Upsell repeat bookers to get a subscription
- Manage event customer service issues - e.g. reaching out to someone that left review of 3/5 or less
- Manage Customer Success of VIP Event Marketplace Partnerships Accounts
- Ensure 100% onboarding and training of their buildings
- Organize Quarterly Employee Engagement Events
- Provide meaningful updates to decision makers
- Drive upsells to event subscriptions
- App Set Up & Quality Assurance of New App Accounts
- Work with customers to get their app fully set up to ensure successful adoption
- Complete basic customer training and education for platform navigation
- Monitor customer software use and take action to ensure 100% of customers are benefiting from the platform
- Process Improvement
- Identify and implement process improvement projects that improve efficiency, conversions, customer satisfaction, and revenue
- Identity and recommend platform improvements that improve efficiency, conversions, customer satisfaction, and revenue
- Other Responsibilities
- Inbox Management
- Accounts Receivable Management
- Insurance Compliance Management for Marketplace Accounts
- Generate Google and G2 Reviews from happy marketplace customer
- Other things that come up
Ideal Candidate
- Full English Fluency
- Experience working in startup and remote
- Independent
- Analytic and self driven
- College Educated
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