coUrbanize

Customer Success at coUrbanize

Boston · Full Time

coUrbanize is a technology enablement tool that real estate developers use to get feedback from community members, including the “silent supporters” who don’t have the time to show up to long community meetings. By creating a centralized hub that offers communication tools, project information, and updates, coUrbanize helps real estate developers have more productive conversations. More than 300 real estate and planning projects from across the United States and Canada have launched on the platform, reaching hundreds of thousands of community members. Our customers include Boston Properties, the Metropolitan Atlanta Rapid Transit Authority, the City of New York, and JBG Smith. The coUrbanize office is located in Boston, MA.

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Job Description

We are hiring a Customer Success team member to work closely with real estate developers and planners to ensure their success using coUrbanize. This includes onboarding and training new customers, ensuring they have every opportunity to engage community members in constructive conversations, helping them problem solve for increased community engagement, and identifying product opportunities to operationalize. You’ll help develop and manage the execution of our customer success strategy with new and existing customers, and scale our team to accommodate a fast-growing base of coUrbanize customers and community members.

Customer success requires a variety of skills: an inclination for customer service, a relentless desire to solve customer problems, the ability to engage others when teaching, and high levels of customer empathy.

The Role:

Continually teach, advise and challenge our customers to ensure their success
Work closely with Sales to ensure a smooth hand-off to onboarding & win customer renewals
Oversee customer onboarding, create training materials and provide ongoing support
Support the development and execution of our team’s overall success strategy
Ensure our product roadmap aligns with customer needs
Guide engagement on current projects that existing and prospective members of the community will get excited about
Develop innovative programs to assist our customers to enhance engagement amongst our growing community
Measure and report on status of the community across multiple projects

You'll be a good fit if:

You have experience with customer service/customer support or industry experience (planning, real estate or community organizing)
You have prior experience in an analytical role (intelligence, marketing, consulting, business operations, etc.)
You are obsessive about solving customer problems and love that your role is what drives customer satisfaction and project success You can manage customer expectations and can influence without always having the authority
You’re passionate about community development and the future of our cities
You have knowledge of metrics related to community management and content marketing performance
You have project management skills with the ability to manage timelines and balance multiple priorities
You are a self-starter with a 'make stuff happen' mentality and thrive in a fast-paced environment

Benefits

We're committed to building better communities and value our employees tremendously. We provide:

Competitive salary based on experience
Generous benefits and perks
Unlimited vacation
Flexible work schedule
Equity in a fast-growing company
We are always looking to make our team more diverse. Women, minorities, individuals with disabilities and veterans are strongly encouraged to apply.

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What We're Building

coUrbanize is a technology enablement tool that real estate developers use to get feedback from community members who don’t have the time to show up to long community meetings. By creating a centralized hub that offers communication tools, project information, and updates, coUrbanize helps real estate developers have more productive conversations. More than 300 real estate and planning projects from across the United States and Canada have launched on the platform, reaching hundreds of thousands of community members. Our customers include Boston Properties, the Metropolitan Atlanta Rapid Transit Authority, the City of New York, and JBG Smith. The coUrbanize office is located in Boston, MA.

Read more about our impact in Fast Company: https://www.fastcompany.com/40531300/this-site-lets-you-have-a-voice-in-urban-planning-without-attending-inconvenient-meetings

Other Jobs at coUrbanize

coUrbanize Team

Karin Brandt
Founder @coUrbanize City Builder @Massachusetts Institute of Technology Masters in City Planning. @Techstars Boston '13.
Ted Nichols
Tech Lead @coUrbanize
Christian Spanring
Senior front end engineer with a passion for building public engagement and participation applications focused on urban planning.
Gaetan Daphnis
Graduate of the Carroll School of Management @Boston College
Casey Diehl
Regional Sales Manager at Powerhouse Dynamics. @WegoWise alum; Dartmouth graduate; experienced B2B SaaS sales; Real Estate and Energy Efficiency markets
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coUrbanize Investors

Michael Dornbrook
Active angel investor, board member of Common Angels. Retired fall 2010 after 13 years at @Harmonix Music Systems (Guitar Hero, Rock Band, Dance Central). COO.
Matt Douglas
Founder & CEO of Punchbowl.com, blogger at StartupSwami.com
Scott Heller
Angel investor with CoFlow Investing. Reformed real estate lawyer.
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