Client Success Specialist

Client Success Specialist

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the London office.

Position Overview:

As an experienced Client Success Specialist, you will be required to create credibility and build strong lasting relationships with our prestigious client portfolio. Your can-do attitude and excellent communication skills will be essential in your day to day role. You will be the link between our clients and the company; anticipating and understanding the client's specific needs and offering solutions which could be in the form of service information or a specific product. Your role will be pivotal and you will be the main point of contact in respect of all client activity within the business.

You need to have the ability to adapt to a variety of situations and individuals, working towards win-win outcomes, identifying key or underlying issues in both complex situations and product related matters.

Communicating effectively to both internal and external stakeholders will be key, offering regular progress updates along the way, providing sound recommendations or solutions that are client focused and where possible anticipate client's upcoming needs.

You will be playing an integral part in both your team and the wider business by fostering a collaborative working environment. Contributing to team performance, and capable of finding ways around obstacles with minimum guidance. Actively sharing knowledge among peers and demonstrating initiative in your professional self-development.

You will also be required to fix anything within your knowledge that a client raises, helping to keep support cases low and deflect further logging of them. Keeping your knowledge of the system up to date will be crucial towards being able to do this effectively.

Responsibilities:

• Serve as a link of communication between key customers and internal teams.
• Carry out permissions requests as required, speaking to both the client and local councils / relevant approving body.
• Plan, prioritise, report and document details of all contact with existing client portfolios.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Develop trusted relationships with a portfolio of major clients to ensure they do not turn to competition.
• Maintain thorough and accurate customer service records
• Proactively conduct strategic account reviews with all assigned clients, to review service needs and ensure correct products and services are delivered in a timely manner.
• Attend and present where necessary, at external client meetings to support account management.
• Provide input into marketing campaigns and internal meetings aimed at defining business strategy and product development.
• Monitor and report on customer activities and provide relevant reports and information.
• Share knowledge with colleagues and provide guidance to enhance our customer experience.
• Commit to working towards and achieving all Company/teams/personal objectives and goals.
• Follow all working practices (ISO processes) and GDPR requirements.
• Maintain professionalism and commitment to continuous development through reading technical Journals, undertaking research, visits, attending conferences and networking events.
• Other such reasonable duties within the general scope of the job title, will be discussed with you and is at your Managers direction.

Requirements:

• Minimum of 2 years working as a Customer Relationship Manager or Account manager or similar role.
• Full understanding and intermediate use of Microsoft Office suite including TEAMS and Sharepoint.
• Zoom / Webex / Teams.
• Crystal Reports / Power BI / Intermediate Excel Skills for reporting purposes.
• Experience of working with high profile clients, working under pressure and the ability to resolve conflict.
• Minimum of 2 years' experience or working with stakeholders on the delivery of large projects.

We're obsessed with making this the best job you've ever had!

• We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events.
• Enjoy peace of mind over yours and your family's health with our Private Medical Insurance and Health Cash Plan.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, in addition to a bank of 15 hours of "Flex Time Off" to be used whenever and however you choose!
• Income Protection Plans give you the peace of mind you deserve.
• Further your professional development and growth with our generous Tuition Reimbursement Schemes.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

MRI continues to strive as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.