Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.
So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.
That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.
We’re passionate about turning friction into triple win experiences for residents, investors, and managers. That way renting can be easy and rewarding for everyone.
And now you can join us. Apply today to join 220+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win.
Role Objectives
- Define and communicate customer project scope, goals, and deliverables internally & externally, ensuring a seamless and positive onboarding experience
- Train, educate, and guide customers through the Resident Benefits Package (RBP) setup; usage and training, allowing Property Managers to seamlessly incorporate RBP into their system, ultimately setting them up for success
Key Competencies
Cross-functional collaboration
- Partner with the Sales team to ensure a seamless transition; and strategically craft the onboarding experience best suited for each customer
- Coordinate with the Client Success team to ensure a seamless transition once training/onboarding is complete
Think fast/ability to pivot/Flexibility
- Think fast! Our industry is fast paced and ever changing; adapting on the fly is critical
Tech Savvy/jump in on the AI bandwagon!
- Become an SME on our mission critical platforms - Salesforce; Highspot; Monday; and several of the most common Property Management Accounting Systems (Appfolio; Rentvine; Yardi; Buildium)
- Get in on the early adoption of ai innovation. Take advantage of ai solutions to enhance the customer experience; automate redundant processes; unlock new opportunities for you, your team, Second Nature, the customers
Critical Thinking
- Stay one step ahead; continuously Identify potential risks and develop mitigation strategies
Product Knowledge Adaptability
- Become an SME on our benefits; and RBP value proposition
Customer Centricity
- Partner with and guide our customers through the onboarding process; meet critical timelines
- Listen to unique customer pain points; provide speedy efficient solutions
- Partner with customers on time-bound project plans to ensure successful adoption of RBP
- Troubleshoot customer concerns quickly and effectively to course correct and meet desired outcomes
Opportunities
- Ensure customer activations in <45 days
- Consistently ensure seamless efficient handoff to partner Customer Success Manager in <60 days
About you
- 1+ year in a customer-facing role in the Single Family housing/rental industry
- Ability and proven track record of meeting KPIs that impact the customer experience
- Experience navigating the property management tech stack (Appfolio, Propertyware, Buildium, Rent Manager, Rentvine, Yardi, etc.)
- Strong business acumen with a positive, problem solving attitude
- Experience with G-Suite, Salesforce, Totango (or comparable platform), Gong
Our Core Values
- Pirate Ship; not a cruise ship. Bias towards action.
- Massive Growth takes massive growth. We embrace challenges to increase our impact.
- Grow the Pie. We focus on results so our customers & their customers win. Triple Win!
- Purple Heart. We put the team before ourselves.
- Extreme Ownership. See something? Say something; right the ship to get us back on course.
- Be a moment maker. We aim to shatter the status quo.
AI Innovation
We’re thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth.
REMOTE WORK STATEMENT
This position is a remote-first, work-from-home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of our company story and success. To be successful in a remote work role at Second Nature, you must:
- Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job
- Have a quiet, professional, distraction-free environment in which to complete your work
- Have access to your own reliable high-speed internet connection
- Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
WHY SECOND NATURE?
- Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
- Location: Work Remotely from anywhere in the US
- Flexibility: Open PTO and sick days
- The Product: Beyond the awards and 5-star reviews… our clients and customers love what they can do with a fully managed RBP
- Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
- Training: A supportive team to help you grow your career and unlock your full potential
- Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.
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