Junior Account Executive/Customer Success Manager (Bilingual - Spanish)

Job Title: Junior Account Executive/Customer Success Manager (Bilingual - Spanish)
Reports to: Head of Owner Experience and Compliance
Supervises: Owner Relations Administrative Assistant

Job Summary:
The Junior Account Executive/Customer Success Manager is responsible for maintaining effective communication with property owners and company stakeholders to ensure the highest level of satisfaction. They will proactively engage with clients, establish strong relationships, and identify opportunities for improvement. The ideal candidate will have a strong understanding of financial reports, an ability to delegate tasks effectively, and excellent communication skills.

Key Responsibilities:
- Be an owner advocate.
- Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.
- Developing systems and processes to enhance department efficiency, and productivity and champion owner satisfaction.
- Actively collaborating with the Senior Owner Project Coordinator to champion the onboarding journey of each newly acquired property to ensure a successful and timely launch.
- Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.
- Proactively reach out to clients to understand their goals and establish how our company can meet them.
- Cultivate trust and personal connections with clients to further understand their needs and identify opportunities.
- Continuously optimize department processes to increase efficiency.
- Understand and address concerns in monthly profit and loss reports during 1-on-1 meetings with property owners.
- Delegate tasks and assignments effectively to direct reports and conduct frequent 1-on-1 meetings for guidance and development.
- Manage and develop the performance of direct reports.
- Actively communicate with internal team members and cultivate resources to support owner success.
- Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.
- Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.
- Stay aware of company goals and strategies to ensure projects align with business priorities.
- Provide creative insights and solutions to address client/organizational challenges.
- Perform additional duties as assigned.

OH&S:
- Actively participate and contribute to the improvement of company procedures and processes.
- Follow all Upstay’s procedures and guidelines and applicable laws and regulations.
- Promote a professional and cooperative working environment, based on mutual respect and trust.
- Promote safe behavior in the workplace.

Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 3-5 years of experience in client relationship management or a similar role.
- Excellent communication, interpersonal, and negotiation skills.
- Strong problem-solving and analytical abilities.
- Ability to prioritize and manage multiple tasks and projects simultaneously.
- Proficiency in using project management tools and software.
- Adept at building and maintaining strong relationships with clients and stakeholders.
- Familiarity with financial reports and an understanding of profit and loss statements.
- Language: English

Soft Skills:
- Demonstrated proficiency in verbal and written communication in English, Spanish, or Portuguese, enabling effective communication with property owners, company stakeholders, and team members.
- Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.
- Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements to maintain the highest level of client satisfaction and support department efficiency.
- Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.
- This role will require you to work up to 48 hours a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.
- Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches.

Job Type: Full-time

Benefits:
- Work from home

Schedule:
- Monday to Friday
- Weekends

Application Question(s):
- Are you comfortable working in a remote environment?
- Are you comfortable working EST Time Zone between 8 am to 10 pm EST?
- Do you have at least 1-2 years of experience in a team lead or supervisor position?
- Do you have a reliable Internet service and Computer/Laptop equipment to perform your work?

Language:
- English (Required)
- Spanish (Required)
- Portuguese (Optional)