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Ayr
2 months ago
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As the Head of Customer Experience at STAN, you’ll be a pivotal part of our Customer Success Team, becoming an expert in STAN AI, technical products, and integrations. You will lead the daily operations of the Implementation team, managing and mentoring associates to excel through empowerment and encouragement.

About Us:

We believe that properties can be managed autonomously. STAN is the first A.I. assistant for residential property managers. Launched in 2019 by two former property management executives, STAN is growing quickly and is already the largest A.I. assistant in the industry, offering multiple AI products to serve our clients.

Key Responsibilities:

  1. Become a STAN AI expert and lead the Implementation and customer success manager team, ensuring smooth operations and top-notch service.
  2. Recruit, mentor, and develop associates, fostering a high-performance environment.
  3. Provide world-class service to clients, managing complex implementation projects and supporting the Customer Success team in responding to inquiries.
  4. Actively contribute to the onboarding of new clients, developing and executing strategies to drive platform usage.
  5. Work closely with Sales, Bot Review, and Development teams to ensure a seamless customer experience and successful implementation.
  6. Monitor setup progress, identify potential risks, and guide next steps, becoming the internal voice of the customer.
  7. Build strong relationships with new and existing customer stakeholders, deeply understanding their business and operational objectives.
  8. Assist leadership, Sales & Marketing, and Customer Success teams with various duties, ensuring client retention and satisfaction.
  9. Spearhead data training for the STAN machine learning model, manage human-in-the-loop support, and develop strategic plans to enhance customer service and team productivity.

Requirements and Skills:

  1. 2-4 years of leadership experience in a fast-paced environment.
  2. Excellent communication skills, both verbal and written.
  3. Ability to prioritize, multitask, and manage time effectively.
  4. Proven experience in Startup/SaaS, Client Onboarding, Customer Service, and/or Customer Success.
  5. Tech-savvy with the ability to quickly learn and explain new products.
  6. Knowledge of CRM software, Project Management, and CS Platforms.
  7. Analytical and creative in finding solutions for customers.
  8. Relevant Bachelor’s Degree or equivalent experience.
  9. Strong negotiation skills and ability to set expectations with customers.

Join us at STAN to make a direct impact on our client experience and support programs while leading a team to success in the dynamic field of AI-driven property management.

Note:This is a full-time in-office role. Our office is at 111 Gordon Baker Rd in North York. Applicants should only apply if they are comfortable with an in-person atmosphere.

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