Reapit – Who are we?
Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.
In the United Kingdom and Ireland, Reapit’s market-leading technology product suite provides estate and lettings agents with powerful tools covering lead generation, sales, lettings, property management, block management, client accounts, key management and analytics, underpinned by a robust, security infrastructure.
Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.
What you’ll be doing
Reporting to the Team Leader, Customer Success you’ll be involved in:
* Identify, develop and maintain a unique understanding and working relationship with each Customer.
* Plan and implement a series of ‘one to many’ initiatives such as webinars and bulletins to ensure regular updates reach our customers.
* Support and take ownership of a portfolio of assigned customers, providing them with a single point of accountability.
* Work together with the Customer Success team and the wider business to ensure Customers receive a fully aligned service and that they benefit from a cohesive and valuable service.
* Support Customer service excellence through regular meetings and calls, ensuring SLAs are consistently met and Customer expectations are exceeded at every opportunity, in order to maintain Customer retention along with outstanding Customer Satisfaction scores.
* Support the Head of Customer Success in the delivery of department objectives, thus ensuring effective delivery of key strategic items for both our Customers and Reapit.
* Demonstrate model behaviours and a focus on excellence to develop strategies that drive Customer satisfaction levels.
* Pro-actively identify Customers’ present and future needs and manage delivery expectations of these by engaging with internal departments and available Customer data to ensure that our business can meet Customer demands and allow us to factor for any additional resource where required.
* Identify upsell opportunities through consultation to solve Customer business needs and ensure Reapit maximises on additional revenue streams.
* Ensure retention of existing business to keep in line with the Company’s strategy and revenue forecasts and maintain market share.
* Document Customer calls and meetings using directed toolset in line with Customer Engagement model.
Who we’re looking for
* 5 years experience working in prop-tech (or agency).
* Demonstrates experience of building and maintaining excellent customer relationships.
* Demonstrates experience of finding critical business solutions.
* Demonstrates effective presentation skills.
* Shows understanding of promotional activities to multiple Customers and of working with Marketing to achieve required outcomes.
What your impact and success looks like
As a Customer Success Manager we expect your success and impact in the early stages of your career with us to look something like this:
Within 1 month:
* Be familiar with our product suite and the solutions we have.
* Shadow other team members at customer meetings.
* Be familiar with our internal processes and at an advanced stage through our internal learning system.
Within 3 months:
* Take ownership of your own portfolio of customers.
* Lead a user group or webinar, demonstrating the ability for end users to use the products to their advantage.
* Understand and work towards the teams quarterly objectives.
Within 6 months:
* Demonstrate building of relationships with your own portfolio of customers.
* Demonstrate examples where you have delivered added value to your customers by being knowledgeable on the product suite.
* Have an appropriate level of analytical understanding to be able to collect data, deliver analysis and recommend solutions.
What’s in it for you?
We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:
* 5.5% employer pension contribution.
* 20 days annual leave (plus a day for your birthday) increasing by a day for every year worked (capped at 24 days).
* Business permitting, we’re closed over Christmas, to give you time back to your friends and family.
* Formal and in-house training for your L&D plus access to Go1 – the worlds largest online learning library.
* Health benefits including Gym Flex, annual flu vaccinations and many others.
* Season ticket loan.
* Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
* Opportunity to participate in retail benefits and savings via our Benefits partner, Benni!
Don’t tick all the boxes? Neither do we
We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.
We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.
We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.
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