Job Description

About Pronto Housing:

Pronto Housing is a tech start-up focused on changing the affordable housing industry by creating a SaaS platform designed to fully automate processes key to property owners, while also helping more people to get into affordable housing faster. Our SaaS platform offers a true double bottom line – reduced costs for property owners and an improved outcome for residents.

We are a team of entrepreneurially minded and proactive self-starters who are excited to transform the affordable housing industry. We care deeply about our customers, fostering a culture of respect and accountability, continuously improving, and working in a manner that is urgent but detailed. 

Role Overview:

Reporting directly to the Co-Founder & COO, the Head of Ops will be responsible for optimizing the customer journey and for driving adoption of Pronto’s proprietary platform by developing customer-facing and internal processes and building, structuring and mentoring a team to support these initiatives. The successful candidate should bring a range of experiences and capabilities including strong business and analytical skills, excellence in customer management and driving business results, and an exceptional track record of building high-performing teams. You’ll be both a strategic thinker and tactical executor, who has experience with robust and complex solutions, and can create and implement the processes that will scale with the company’s rapid growth.

This position is expected to work out of our NYC Office in Midtown 4 days per week.

What You’ll Do:

● Define, develop and implement a best-in-class post-sales journey for mission-critical B2B enterprise software specifically tailored to the needs of affordable housing property managers

● Design and implement standard processes, tools and playbooks to enable scalable growth, to effectively launch, onboard, and retain customers, incorporating best practices in customer program management, delivering business results that exceed client goals, including communication of ongoing platform enhancements that can drive meaningful customer engagement and success.

● Establish a common operating framework and partner cross functionally to bring the voice of the customer to other operational departments (Product, Operations, Engineering, Sales, Finance)

● Build, lead, and motivate a high-performing team responsible for partnering with our customers post-sales. Provide employee guidance, training, feedback, and development, managing the workload allocation, setting goals, removing roadblocks, reallocating resources as needed, and solving problems for your team

● Lead conversations and work closely with customers to ensure their success, fostering a trusted partnership

● Serve as a customer advocate and channel feedback to internal teams to drive product improvements and a better customer experience. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

● Bring a data-driven mindset to your day-to-day activities, prioritizing the work that supports account health, customer satisfaction and churn goals.

● Lead and support a variety of strategic customer success projects, including setting up the renewals motion, mapping the customer lifecycle, and more

● Identify opportunities for continuous improvement including evolving process, reporting, and presentations to scale for lifecycle and industry playbook optimization & success plans

Who You Are:

● You have a proven track record of building quantifiable customer success and growth, with a strong understanding of B2B enterprise software

● You love process and details

● You can take manage a million moving pieces, and communicate concisely and persuasively

● You are a master collaborator with a proven ability to work effectively across departments

● A data-driven leader with a deep understanding of the needs of a niche, non-technical customer base (e.g., real estate professionals)

● Equal parts strategic and operational — willing to roll up your sleeves and dive into account strategy and campaign set-ups when necessary

● An agile leader who gets energized by the fast pace and challenges of a startup. You're comfortable jumping in wherever needed, tackling diverse problems, and wearing multiple hats. Resourcefulness, adaptability, and a thirst for learning are your superpowers

What You'll Need:

● 7+ years’ experience in implementations with 3+ leading a customer-facing team at enterprise SaaS/data companies, including a demonstrable history in leading and inspiring high-performing teams

● Strong communication skills and executive presence to command a room and inspire confidence.

● A genuine customer obsession – their success is your success

● Strong learner with an aptitude for absorbing and synthesizing technically complex information and then explaining it in a clear and concise manner

● Ability to develop metrics-driven action plans and customer success operational documentation that lead teams to achieve goals

● Proficiency in presentation tools (PowerPoint/Google Slides/ Gamma)

● (Bonus) Prior real estate industry experience

Interested candidates should submit their resume to info@prontohousing.com

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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