Responsibilities:

Management:

• Onboarding: Assist new customers in the onboarding process to get them up to speed quickly.
• Account Health Checks: Regularly assess the health of customer accounts.
• Training: Offer specialized training sessions, tailored to customer needs

Analyst

• Data Monitoring: Track KPIs related to customer engagement and product usage.
• Trend Analysis: Identify potential issues before they become problems.

Operations

• Tool Management: Administer customer success software and ensure its optimized use.
• Process Improvement: Continually assess and improve internal processes.

Customer Relationship Activities:

• Understand what clients need
• Spot opportunities by expanding contact base in each client organization
• Coordinate drive with other product AM/AEs
• Help address the siloed nature of the client onboarding process by being present in Sales, Implementation and BAU calls. Further explanation below.
• Drive revenue with happy clients
• Push for referrals and work on case studies
• Consolidate and filter client and abstraction team feedback on the product and support development team with roadmap

Account Administration Activities:

• Maintain regular meeting and communication cadences
• Handle simple user training when requested especially for new starters
• Handle all user activation and deactivation requests
• Ensure that projects are resourced correctly ensuring KPIs for abstraction turn around are met
• a. Ensure that all uploads are moving through the abstraction process in a timely manner
• b. Ensure that the client and abstraction team are handling any queries in a timely manner
• c. Handle any preliminary escalations for abstraction queries
• Check invoices going to clients to ensure they are being correctly billed
• Handle any preliminary billing queries with both MRI and the client
• Send out monthly usage reporting to ensure clients are cognisant of their package capacity
• Share product update information
• Send out regular surveys for client feedback and process the responses
• Work with marketing to get NPS responses
• Maintain contact information in SalesForce
• Provide internal client health summaries to ensure that we are ahead of any client risks

Skills and Other Requirements:

• Bachelor’s degree in finance, Accounting, Real Estate, Business Administration or a related field
• Work Shift timing : US Shift
• Freshers to 1 year Experience with MBA Degree Can Apply.
• Experience with Microsoft Excel
• Excellent written and verbal communication skills

Benefits:

• Flexible working arrangements (Hybrid Model)
• Annual performance-related bonus.
• Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!

About the business:

MRI Software is a global Proptech leader delivering innovative applications and hosted solutions that free real estate companies to elevate their business.

Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 2000 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment