Benefits:

401(k)

401(k) matching

Company parties

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Vision insurance

Peacock Properties is a full-service, Boston-based property management company for small- to mid-sized condominium associations and commercial/mixed-use properties in and around Boston. Our team-based approach is unique to the industry and allows us to deliver a comprehensive suite of services including financial reporting, managing capital projects and necessary maintenance, governance of condo documents, 24/7 emergency services, and much more.

As the company continues to grow, we are seeking a qualified Customer Success Manager (CSM) to join our Quality Assurance (QA) team. The new CSM will assist the Director of QA with the day-to-day functions of the department, act as a liaison between our Boards of Trustees (BOT) and internal teams, and ensure overall positive and effective working relationships with our clients.

Job responsibilities include but are not limited to:

Manage an assigned portfolio of clients, acting as the central point of contact for the trustees.

Collaborate with cross-functional internal teams to ensure a cohesive client experience.

Lead the annual owners meeting preparation process, including:

Communication between internal departments for the advanced preparation of agendas with summary of maintenance performed, future proposed maintenance, capital projects, financial review, and elections when applicable.

Communication with Boards on topics they want covered at meetings.

Presentation of meeting packages to Boards for review and edits in advance of meetings before distribution to all owners.

Ensuring annual inspection reports complete for distribution to owners.

Ensuring financial packages complete for distribution to owners.

Ensuring proposal packages complete for presentation of major projects under consideration.

PowerPoints for use as needed.

Produce property update newsletters to clients containing important information and property-specific project/maintenance updates.

Review/approve bills.

Assist Director of Quality Assurance with tracking and monitoring systems to ensure timely and accurate completion of tasks and resident requests, following up as needed or required to resolve discrepancies/problems.

Channel customer feedback into actionable insights for our cross functional teams.

Build a knowledge bank for frequently asked questions, liaising with our software team to publish educational content about our services and digital features.

Establish and monitor objectives to measure client success and satisfaction.

Produce and manage relevant reporting and dashboards to communicate the progress to multiple areas and levels within team and the client.

Establish a structured communication plan and feedback loop.

Draft memos, emails, or make phone calls as needed.

Other support functions to the Quality Assurance team as needed.

Qualifications

The ideal candidate will be a capable communicator and administrator whose employment history reflects experience in client services and administration. Must have the proven ability to track milestones and initiatives and be proficient in the Microsoft Office Suite with an emphasis on Word, Excel, and Outlook. Must be comfortable in a fast-paced environment and able to multi-task and prioritize to meet deadlines in a timely and accurate manner. Strong attention to detail and excellent communication skills are required. A background in customer service, basic knowledge of building structures, and experience in coordinating and scheduling are essential. Job or personal history with, or inclination toward, property management is also desired.

PLEASE NO PHONE CALLS OR RECRUITERS.

Flexible work from home options available.