Customer Success Associate

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:

1. 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.
2. 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