Zuma (S21)
We help businesses convert leads into sales in minutes using text

Customer Onboarding & Success Specialist

$50k - $75k0.10% - 0.35%

San Francisco / Remote
Full-time
3+ years
About Zuma

We're on a mission to transform the way people find homes. Resident Boost is disrupting the entire real estate market by combining conversational AI, big data, and a knack for leveraging technology to solve real-world business problems.

Headquartered in San Francisco, USA, we operate nationally and have plans to grow rapidly over the next few years. To do that, we need great people committed to our vision in a big way. We're looking to build a team of rockstars that are equally excited about the opportunity to disrupt real estate in a meaningful way!

The ideal candidate is a strategic and data-driven problem solver, eager learner, and well-rounded cross-functional team player ready to tackle the many challenges in real estate today.

About the role

Zuma is on a mission to transform how people lease apartments. Zuma is an enterprise leasing platform that seamlessly integrates with the existing tools apartment communities use and immediately makes the leasing process easier, 2x faster, and more human. We do this with the help of conversational AI, an all-star team of in-house leasing agents, and our proprietary lead management platform.

Zuma automates answering the hundreds of questions apartment communities receive on a daily basis, handles all inbound and outbound renter calls with great customer service, assists in tour scheduling, and ensures proper follow up. We make the whole leasing process from inquiry to tour seamless! By making our vision a reality, we’re crafting the new leasing process of tomorrow for both renters and apartment communities.

Headquartered in San Francisco, USA, we operate nationally and have plans to grow rapidly over the next few years. To do that, we need great people committed to our vision in a big way. We're looking to build a team of rockstars that are equally excited about the opportunity to disrupt real estate in a meaningful way!

Customer Onboarding & Success Specialists are responsible for managing the initial customer onboarding experience and all of the tasks necessary to set our customers up for success. The onboarding process requires you to be proactive and effective in communicating with our customers. You will manage multiple projects at once, so superior organization is critical.

About You: 1-2 years experience in an online/digital customer-facing position, preferably in a role focused on new customer onboarding/implementation. Sales or Account Management experience. World-class customer service as the primary point of contact for assigned customers. Proactive communication with customers to ensure timely project completion. Solutions to problems and resolutions of customer roadblocks. Project management skills ensuring accurate completion of numerous onboarding tasks. Outstanding analytical, problem-solving, organization, and multitasking skills. Technical aptitude. Proven ability to drive results under pressure and in the face of ambiguity

What You'll Do: Make every onboarding and account interaction an exceptional experience for our clients. Own account updates, customer revisions, and concerns, and handle multiple projects while honing your organization skills Determine how to prioritize competing account requests. Develop your organization skills to balance 5-10 separate accounts at one time Launch onboarding for property management companies Provide ongoing quality assurance for each client Work with sales and other internal stakeholders and reach out to clients to correct these issues including technical fixes and training calls. Uncover and deliver sales opportunities with your AE counterpart for expansion and upsell opportunities Engage a portfolio of clients and build personal relationships with key people in the organizations Relay valuable feedback and insights from the market to the product team

What We Offer: Opportunity to revolutionize the way people find and engage with the places they call home A position that offers a variety of career and resume building experiences at the intersection of customer success and onboarding Work with a team of fun and motivated individuals Competitive salary and benefits Play a role in the modernization of real estate management and improving end to end customer experience We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes

Technology

We use MERN stack to power our core portal which runs entirely on AWS infrastructure and also have various microservices for various ETL pipelines. We leverage Keras/Tensorflow to power our AI bot, Kelsey.

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