Bayview Asset Management is a mortgage investment firm focused on investments in mortgage credit, including whole loans, mortgage and asset-backed securities, servicing rights, and mortgage-related equities. We provide a wide range of services, including managing pooled investment vehicles, providing mortgage-related advisory services, and operating a top-rated residential and commercial special servicer.

The Customer Success Manager is a key member of the product and services team who will lead the production and deployment of the CrowdStreet platform for new and existing client implementations and manage ongoing client relationships. The individual selected for this position will be coming onboard during a period of rapid growth at CrowdStreet and will play a critical role in defining processes that will allow the organization to scale. Prior experience managing software implementations and client relations will therefore be essential to success in this role.  

We’re not looking for just anyone, but a special individual with unique superpowers that can hit the ground at a full sprint. We are seeking a self-starter with extensive experience in project management, client relations, SaaS application implementation, product support and product management. If you believe you have what it takes to drive client implementation and satisfaction at CrowdStreet, contribute to a high-energy team focused on driving exponential growth, and fundamentally disrupt the established commercial real estate market, we’d like to hear from you.

• Manage the tactical execution of multiple implementation project plans simultaneously by coordinating the efforts and deliverables of a CrowdStreet Production Specialist and the client team.
  
• Use your project management skills and experiences to track statuses of key implementation deliverables, drive task completion using tools including BaseCamp, break down roadblocks and achieve project objectives.
• Contribute to the implementation team not only as a project manager, but also as a doer who assists the CrowdStreet Production Specialist with technical tasks required to configure and launch new client deployments.
• Become a product expert with mastery of all areas of the solution. Deliver product training to clients during the implementation phase and ongoing as needed.
• Capture product enhancements necessary to enable a successful and satisfactory client implementation, work with the Product team to determine enhancement delivery dates, update roll-out plans accordingly and communicate plans to clients.
• Identify new functionality capable of delighting clients and creating differentiable competitive value. Work with the Product team to assess feature benefit and determine roadmap prioritization. Communicate product updates to clients.
• Serve as the voice of CrowdStreet and first point of contact with clients during the implementation phase and ongoing for all product and support related matters.
• Use your style and even keeled mannerism to nurture a strong relationship with clients both during the implementation phase and thereafter.
• Seek opportunities to provide additional value to existing clients after initial implementation by proactively and regularly reaching out to clients to monitor satisfaction, determine product usage and assess product value realized.
• Alert Sales when you identify new implementation needs or upsell opportunities with existing clients.
• Conduct post-mortems with clients following implementations to determine areas where we are doing well and opportunities for improvement.
• Identify and attain references and referrals from top clients.

Experience:

– Sound understanding of traditional and emerging marketing principles
– Outstanding communication skills
– Excellent writing and graphic arts skills
– Organized
– Self-starter who works with minimal supervision
– Fast learner
– Attention to detail and follow-through
– Strong team player
– Ability to thrive in a fast-paced environment and manage multiple projects simultaneously
– Fluency with MS Office programs (Word, PowerPoint, Excel) and some familiarity with Adobe products, including InDesign, Illustrator, Photoshop, Premier, Acrobat
– Basic understanding of Salesforce

Education:

– Undergraduate degree in marketing, business, communication, administration or related fields
– Some scientific or technical coursework or experience, ideally in biology, chemistry or engineering preferred

All your information will be kept confidential according to EEO guidelines.