Remote Partner Success and Support Admin

Extenteam is currently looking for a Remote Partner Success and Support Admin to undertake the following tasks:

About The Position

The Partner Success/Support Admin will play a central and essential role in ensuring existing Partner needs are met through the ticketing system, ensuring new partners are onboarded in a timely manner, being a liaison between Partner Success and HR as well as providing project management and other administrative tasks for the team. 

You will know our systems, tools, services, industry, and partners inside and out—doing your part to proactively focus on partner retention and the delivery of quality and professional services. 

Initially, this position will report directly to and work closely with the Partner Success Consultant in support of the Partner Success team members. 

Responsibilities:

Partner Success Ticketing

• Answer incoming partner success tickets/emails
• Action accordingly, including communicating with the proper department/person ensuring there is resolution and communicating back to the partner
• Track all ticket related tasks in ClickUp
• Update Hubspot “notes” or fields accordingly
• Alert the dedicated Partner Success Associate as needed
• Collaborate with Partner Success Consultant, PS, HR and IT to reduce the number of tickets by implementing self-serve options for partners
• Track and report on ticketing metrics including time to first response, time to resolution, # of tickets and partner “happiness” with ticket resolution 
• Track tickets by category
• Be liaison with HR for partner tickets such as hours changes, bonus requests, TM attendance issues, etc. 

Administrative Support

• Provide administrative support to Partner Success team members including  creating Google slide decks for intake and onboarding from Google Slide templates
• Schedule intake, onboarding and other meetings for Partner Success 
• Track and report PS team metrics based on existing reports
• Create slide decks and other documents for meetings and presentations

Project/CRM Management

• Track customer intake and onboarding actions and target dates
• Run reports in Hubspot as requested
• Collaborate with Partner Success Consultant and liaison with IT to improve and manage ClickUp boards, PS workflows and Hubspot utilization

Foundational Requirements:

• You put the PRO in proactive!

• THIS IS A FULL-TIME POSITION - FLUENT / EXCELLENT ENGLISH SKILLS ARE NEEDED.

• Experience at a BPO / staffing company or in the short-term rental, vacation rental industry. 
• Experience using a CRM (HubSpot knowledge is a plus) and a highly organized and detailed person. 
• Experience with project management and PM software is a plus. 
• Naturally document tasks, due dates, conversations, summaries, etc. 
• Love to help those around you succeed at reaching or exceeding their goals
• A professional and friendly communicator with a special focus on written communication.  
• Analytical thinker who loves data. Naturally curious and a problem solver

TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)

WHO WE ARE:

EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.

WHAT WE DO:

We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.

OUR CORE VALUES:

- OWN YOUR STUFF: We Own Our Stuff.

- WALK THE TALK: We Do What We Say We'll do.

- INTO THE WILD: We are Explorers.

- WORD AS BOND: Just Say It.

- ABOVE AND BEYOND: We Live Extenteam.

WHAT WE OFFER:

We offer our team members targeted development opportunities both on a professional and personal level. We also offer:

- Competitive Salary

- Holiday Reward equivalent to 13th-month pay

- HMO

- Life Event Bonuses

- Preventive Mental Health Benefit