Pro Services Manager
HappyCo
United States · Remote
Posted on Sep 14, 2024
HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy!
We’re looking for a high performing Professional Services Manager to join our team.
The Position
At HappyCo, the Pro Services team manages the critical role of setting up new customers for success. The Pro Services team’s primary responsibility is managing the successful launch of new customers. Our department interacts with the customer on both pre-sales and post-sales and are highly regarded as the technical leaders for HappyCo customers. Internally, we work regularly with Sales, Finance, Operations, Product and Customer Success Teams. We require a high level of project management skills, the ability to manage concurrent projects and to deliver an excellent experience to our customers. Pro Services also works closely with the Customer Success Managers and Support on projects for existing customers that require our technical expertise. The ideal candidate will have a documented history of customer-facing experience, a technical background and effective time management skills.
Responsibilities/Job Duties:
- Manage launch plans and appropriately set expectations for customer implementations
- Attend project meetings and drive customer adoption
- Manage customer launches and ensure successful on-time delivery:
- Analyze client requirements and create appropriate launch plans to deliver on client expectations
- Drive the delivery of the Welcome Call presentation to review the launch plan, timelines and success metrics with clients (in coordination with the Customer Success Manager for larger accounts)
- Schedule and run customer weekly launch meetings
- Configure the customer account including integrations, workflows and reporting
- Manage activation process for customers
- Drive product adoption throughout the launch period
- Conduct site level and user training
- Manage special implementation projects for current HappyCo customers
- Maintain project documentation in internal project management software
- Configure and assist with application setup
- Conduct site level (User) and corporate level (Admin) trainings for launches and throughout the customer lifecycle
- Work closely with our Finance team to ensure proper billing for activated assets
- Manage Jira tickets for customer projects
Required Qualifications & Skills:
- A minimum of 3+ years of experience in Residential Management or PropTech
- A minimum of 1+ year of software implementation/ training experience
- Strong familiarity and skills with business software applications: e.g. Slack, Jira, Asana, Google Suite, etc
- Positive, proactive work attitude
- Proactive Problem Solver – You take initiative to find solutions, even when the answer isn't immediately clear, and are resourceful in seeking out the information you need
- Exceptional verbal and written communication
- Ability to interact professionally with a diverse group of customers and staff
- Patience with customers in learning environment
- Ability to pick up on new software features quickly
- Reliable and punctual
- Flexible attitude and ability to adjust standard work hours to support customers and colleagues in other timezones
- Strong attention to detail
- True customer centric mindset
During your first 2-4 weeks you will:
- Get to know our leadership, culture, and values
- Complete our HappyCo orientation and onboarding program
- Onboard with the Pro Services team
- Familiarize yourself with our systems and tools
- Read our favorite industry primers
- Attend your first Company Wide Meeting (monthly)
During your first 1-6 months you will:
- Get acquainted with the different departments
- Become an expert on all products and service offerings
- Become an expert on our launch process
During your first 6-12 months you will:
- Manage 6-8 launches without support, setting customers up for success and recognizing revenue on time 90% of the time
- Provide input on product enhancements that improve operational efficiency or customer experience
What you could expect day-to-day
- Customer meetings
- Internal meetings (2x per week)
- High volume of communication
#LI-Remote
#LI-DNI
About HappyCo
Founded in 2011, HappyCo (happy.co) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has 3.5M units on its platform and has captured more than 400 million photos.
We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities!
When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision here!
Our HappyCo Culture
HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our careers page!
We Offer:
- Work from anywhere supported by a flexible company culture
- Opportunity to work for one of the fastest growing technology companies in the PropTech industry
- Unlimited vacation time
- Generous paid parental leave
- Competitive and equitable pay, including stock options
- Monthly stipends to support Wellness and Home Office expenses
Find out more about our US Employee Benefits here!
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees related to unsolicited resumes.