Technical Customer Success Manager

Homepal is looking for someone to join our Customer Success team, who'll be in charge of guiding customers from onboarding to long-term use and further development. The role combines technical understanding of data and dashboards with a strong customer focus and the ability to work closely with customers. In this role, you will be responsible for your own customer segment, and play a central role in ensuring high quality, scalability, and a consistently strong customer experience as Homepal grows.

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Role description

The role involves overall responsibility for customers after a transaction has been completed, where you are responsible for a defined customer segment and guide the customer from start-up and throughout the entire customer journey. This includes carrying out onboarding according to Homepal's methodology, with responsibility for integrations, data modeling, setup and quality assurance of metrics and dashboards, as well as training the customer's system administrators.

After onboarding, you are responsible for driving the customer's further development and expansion through new integrations, ongoing customer success dialogues, support, and consulting services. The role involves collaborating with others in the Customer Team and supporting work with customers in other customer segments as needed.

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Onboarding

Perform onboarding of new customers according to Homepal's methodology, from setup to first customer value
Model customer data in Homepal and set up and quality assure metrics and dashboards
Train the customer's system administrators and ensure that the customer can work independently in Homepal
Ensure clear customer communication regarding delivery, status, and next steps

Expansion (Customer Success)

Drive the customer's further development and expansion after onboarding
Support customers in ongoing use, support, consulting services, and CS-related issues
Be responsible for your customer segment and drive improvements and standardization
Collaborate with others in Team Customer to develop working methods, share lessons learned, and strengthen the team's joint delivery

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Short- and long-term goals

Together, we will concretize the goal and make it more quantitative. Below are only general examples of things to be achieved.

Short term (0–6 months)

Expansion & support (main focus)

Independently drive expansion for your customer segment
Handle support and CS-related issues for your customer segment
Plan and implement further work for the customer based on needs, either via an hourly bank or ongoing efforts

Onboarding (supportive)

Carry out onboarding of new customers within their segment together with others in Team Customer - with increased responsibility over time

Long term (6-18 months)

Independently conduct onboarding, expansion, and support for customers within their segment
Be responsible for the overall customer delivery for their customer segment.
Identify improvements and opportunities for standardization that strengthen the team's working methods and scalability

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Location in Homepal

Belongs to: Customer Success

Reports to Team Lead for Customer Success

Collaboration: Marketing, Product, Sales & Customer Success

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Requirements

Experience

Experience working with data analysis, BI, or similar analysis-related roles
Accustomed to working closely with customers – you can understand needs, suggest solutions, deliver and explain in an educational manner
A structured approach to work and the ability to keep track of deliveries and documentation

Complementary/meritorious

Experience of working in the real estate industry and an understanding of its business and follow-up
Experience with real estate data and business systems, such as Vitec or Momentum
Good knowledge of SQL and a good understanding of data modeling

Personal qualities

Educational and communicative
Enjoys standardization and building “this is how we do things” structures
Self-motivated and solution-oriented, enjoys working closely with other colleagues