Client Delivery Associate

Job description

Cherre is the leader in real estate data and insight. We connect decision makers to accurate property and market information, and help them make faster, smarter decisions. By providing a unique “single source of truth,” Cherre empowers clients to evaluate opportunities and trends faster and more accurately, while saving millions of dollars in manual data collection and analytics costs.

At Cherre, we take client experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, client satisfaction, client relationships, renewals, and growth across our existing client base.

Job Summary

• As a Client Delivery Associate you’ll play a pivotal role in ensuring our clients’ success and satisfaction. As a key member of our Client Success Team, you’ll contribute to shaping policies and practices that help seamlessly integrate Cherre’s products into our clients’ daily operations. Your responsibilities will include working with Client Success Managers and engineers in helping implement and support data projects, all aimed at maximizing Cherre’s value for our clients. Your role will also be instrumental in ensuring prompt resolutions to engineering questions and ensuring projects are implemented following defined success criteria.
• Additionally, you’ll collaborate with the Client Success Team to contribute to periodic business reviews and strengthen client relationships. Your contributions directly impact our clients’ business outcomes, fostering loyalty and driving retention. You’ll also have the opportunity to showcase our successes through client references and case studies, collaborating with cross-functional teams to create compelling collateral.

Responsibilities

• Contributing to our client-facing Client Success processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ everyday workflow.
• Documenting internal processes and creating a scalable infrastructure to enable a superior overall client experience.
• Supporting Client Success Managers with key accounts and day-to-day relationships with both platform users and data partners.
• Decomposing projects and working with engineering to oversee completion..
• Assisting the team in delivering on clients’ business outcomes, client loyalty, and client retention.
• Handling client escalations and helping with successful resolution.
• Assist in the development, maintenance, coordination and monitoring of project plans and schedules.
• Ensure all project documentation is up-to-date and properly stored.
• Track project deliverables and ensure all team members are aware of their responsibilities and deadlines.
• Provide administrative support to the lead project manager, including scheduling meetings, coordinating travel, and other tasks as assigned.
• Maintain and update project management tools and software.

Experience & Qualities Needed:

• Recognized qualification  in Business Administration, Project Management, or a related field.
• Technical acumen / hands on experience with GraphQL/SQL/Python or any other programming languages.
• Proven experience and ability managing successful business outcomes and product upsells.
• Analytical mindset to leverage data and statistics to identify patterns and anomalies, and generate recommendations for process/product improvements.
• Excellent communication, presentation, conflict resolution, and problem solving skills, with focus on guiding clients through adopting out-of-the-box features as opposed to custom deliverables.
• 2-4 years of experience in project coordination, project management, or a related administrative role.
• Flexibility to adapt to changing project requirements and priorities.
• Experience working in a fast-paced, dynamic environment, preferably in the tech or real estate industry.
• Familiarity with agile delivery and  project management methodologies and frameworks.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Attention to detail and a high level of accuracy in documentation and reporting.
• Ability to effectively communicate with project team members, stakeholders, and clients.
• Proficiency in project management software and tools (e.g., Monday.com, JIRA).
• Strong Microsoft Office skills, particularly in Excel, Word, and PowerPoint.
• Effective time management skills with the ability to prioritize tasks and meet deadlines.
• Ability to work collaboratively with cross-functional teams and build strong working relationships while also facilitating team meetings and discussions.
• Experience providing administrative support to senior project managers or executives.
• Ability to handle confidential and sensitive information with discretion.

Nice to Have:

• Experience with Monday.com, G-Suite, JIRA, Intercom, Salesforce, Mixpanel, and PowerBI.
• Background in project management.
• Knowledge of agile scrum delivery methodology.
• Experience working closely with the Client Success, Engineering, Product Management teams to ensure a seamless transition from onboarding to ongoing client success.
• Familiarity with the data vendors used in the commercial real estate and prop-tech industry with a focus on: property characteristic data, transaction data, MLS data, rental data, valuation data, school/demographics data, and shapefile data.

Benefits:

• Base salary of $50,000-$70,000.
• Equity options: Opportunity to participate in the company’s equity program, allowing employees to share in Cherre’s success and growth.
• Comprehensive healthcare plans: A variety of healthcare options to meet your and your family’s needs, including medical, dental, and vision insurance.
• Paid parental leave: Generous parental leave policy that supports new parents in balancing family responsibilities with work commitments.
• Unlimited vacation: Enjoy the flexibility of unlimited vacation days, encouraging work-life balance and personal well-being.
• Flexible work schedule: Options for remote work and flexible hours, enabling you to tailor your work environment to enhance productivity.
• Professional development: Access to mentorship, workshops, and industry conferences to support career growth and enhance your skills.
• Collaborative company culture: A supportive and inclusive work environment that fosters collaboration, innovation, and open communication among team members.