Client Success Manager II

Who We Are
Neighborly Software was built to help communities make a difference in the lives of low-income families and vulnerable populations. Our mission is simple, “Helping Communities, Help People.”

Headquartered in Atlanta, GA we offer a cloud-based technology platform for the administration and disbursement of governments funds for programs such as Housing, Economic, Community Development, Disaster Recovery/MIT, Home Energy Rebate Programs, and Housing Choice Voucher programs.

Role Overview

Every day, Client Success Managers at Neighborly Software help the agencies that administer grant funded programs (examples: affordable housing, energy rebates, and community development) actually get that money where it needs to go in the community. You'll own a portfolio of clients — building the relationships, coaching the users, and configuring the software — that turn "we have funding to distribute" into "we distributed it, correctly and on time." You're the person who understands both our software and the HUD programs it runs on well enough that clients trust you with both their questions and their success plans.

Key Responsibilities:

• Be the first, fastest, and most reliable point of contact for client questions — across phone, email, and ticket support — and resolve them efficiently

• Stay sharp on HUD program rules and industry best practices so you can answer confidently and spot solutions clients haven't thought to ask for

• Show clients the features and functionality that will make their work easier, before they have to ask

• Build the kind of relationship that makes renewal an easy yes and growth a natural next conversation

• Dig into how a client actually works, then configure our solution to fit — recommending Neighborly best practices along the way

• Bring real precision to add-on configuration; the details matter when the work involves public funds

• Peer-review configured solutions with teammates to keep quality consistent across the team

• Coordinate with finance to keep invoicing accurate

• Earn client trust and satisfaction through the value you consistently deliver, not just the tickets you close

• Take on other projects as they come up — the role grows with you

Qualifications:

• Minimum of 2 years in a client-facing, consultative role within a Technology environment, specifically with SaaS

• Experience writing and using basic HTML

• Excellent communication and presentation skills to effectively communicate information to internal and external stakeholders in person and in virtual environments

• Potential to become an expert in our products and act as a SME of Housing and Urban Development (HUD) programs

• Experience with Customer Relationship Management (CRM) Software

Desired Qualifications:

• Bachelor’s degree

• Experience working with housing, economic, and community development organizations or Housing Authorities

• Knowledge of HUD programs, specifically Housing Choice Vouchers and/or Federal Programs such as CDBG, ESG, HOME, and HOPWA

Why You’ll Love Working Here:

• Comprehensive Benefits – Medical, Dental, Vision plan options and Company-Paid Short-Term Disability and Life Insurance

• 401K Contributions – Generous employer match with immediate vesting

• Generous Time Off – 5 weeks of PTO, 9 paid holidays, and 3 days of volunteer time off each year

Neighborly Software is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.