Partner Success Manager - Remote job Customer Service at 360 Blue Llc

 About Key Data

Key Data is the most trusted platform for short-term rental (“STR”) market data. With data sourced directly from our co-op of millions of vacation rental properties worldwide, OTA’s, and hotels, we create market and property-level intelligence for the vacation rental industry, destinations, hoteliers, and investors. 

Key Data is an Inc. 5000 recipient, given to America’s fastest-growing companies. We’ve been recognized throughout the travel industry with awards for innovation and service. Our all-remote team ranks us as a “best-in-class” place to work. In 2024, Key Data partnered with primary institutional investor Pamlico to guide us through our next growth phase.

Role Overview

 In this role, you will be the primary point of contact for our customers, ensuring they achieve maximum value from our platform. You’ll collaborate with clients to understand their goals, provide tailored recommendations, and proactively address challenges. This role combines strategic thinking with hands-on support, giving you the chance to strengthen client relationships, reduce churn, and promote long-term customer satisfaction. 

Roles & Responsibilities

•  Manage 150-250 client partners, ensuring successful adoption and usage of the dashboard.
• Collaborate with the Partner Success team to meet client goals and deadlines.
• Create data-driven narratives to boost client engagement and dashboard usage.
• Maintain regular communication, fostering strong client partnerships and understanding evolving needs.
• Stay informed on industry trends to enhance service and product offerings.
• Advocate for clients' needs, working with the Product team to implement solutions.
• Develop and optimize new client retention strategies and processes.
• Provide frontline support and resolve client issues.
• Deliver weekly updates on client satisfaction, retention, and team goals.
• Work with other departments to ensure top-tier project execution and high client retention.
• Promote Key Data’s vision and products within the vacation rental community.

Key Data Benefits include:

• Company-paid individual health and dental insurance
• Long-term disability insurance under the company’s standard group plan
• $50,000 life insurance policy
• $200 towards an annual gym membership
• $50/month Internet reimbursement
• Up to $1,000/year professional development reimbursement
• Company-paid holidays
• Eligibility for 401(k) pension plan with 3.5% employer match. No vesting period for employer match.
• $75/month mobile phone and voice/data plan reimbursement.
• Flexible PTO policy
• Professional/Personal Development Day on Fridays

Qualifications:

• Remote position (US Time Zones).
• 2+ years of experience in vacation rental or hotel/resort revenue management.
• Data-driven mindset with a focus on client business growth.
• Proactive in ensuring client happiness, with attention to detail and creative problem-solving skills.
• Excellent interpersonal and communication skills.
• Comfortable with change and excited about contributing to a growing startup.
• Proficient in Google Suite and CRM programs (ChurnZero, Hubspot, Slack, Confluence, Jira).

Role Competencies:

• Empathy: Understands and anticipates customers' needs and challenges.
• Proactive Problem-Solving: Identifies and addresses potential issues before they escalate.
• Communication: Clearly articulates value propositions, solutions, and recommendations.
• Relationship Management: Builds trust and long-term partnerships with clients.
• Results-Oriented: Focuses on achieving outcomes that drive customer success and retention.
• Collaboration: Works effectively across departments to deliver seamless customer experiences.

Cultural Competencies

• We Put People First
  • Prioritize employees by investing in their learning, well-being, and growth.
  • Recognize, reward, and empower team members to achieve purpose and balance.
• We Are Customer Obsessed
  • Focus relentlessly on solving customer challenges and helping them succeed.
  • Deliver high-quality data, products, and services that exceed expectations.
• We Are Direct, Kind, Open, & Empathetic
  • Foster a transparent culture where all ideas, concerns, and thoughts are welcome.
  • Use empathy and clear communication to drive innovation and empowerment.
• We Boldly Challenge the Status Quo
  • Encourage creativity and innovation by questioning the conventional.
  • Stay proactive, embracing change to improve continuously and achieve growth.
• We Take Ownership
  • Act like leaders, taking responsibility and making impactful decisions.
  • Approach challenges with initiative and persistence to unlock customer value.