Responsibilities
Support a Client Success Manager in managing a portfolio of PMC clients, helping drive satisfaction, retention, and program growth across MSI's product suite.
Serve as the day-to-day point of contact for client questions, requests, and follow-ups, with a focus on fast, accurate responses.
Prepare for and participate in client check-ins and business reviews, including building reports on adoption, compliance, and program performance.
Monitor client dashboards and tracking data to flag adoption gaps, compliance issues, and early signs of churn, and escalate to the Client Success Manager.
Support new client implementations and the post-implementation transition, helping clients become comfortable with the program and self-sufficient over time.
Log client requests, feedback, and issues in internal systems, and work with support resources to track resolution and close the loop with the client.
Educate clients on available tools, compliance resources, reporting capabilities, and new product releases.
Help identify cross-sell and upsell opportunities and pass them to the Client Success Manager and Distribution teams.
Build working knowledge of MSI's full product suite, PMS integration workflows, and the broader multifamily insurance landscape.
Surface recurring client trends and needs to the Client Success Manager and leadership.
Minimum Qualifications
BA/BS or equivalent experience, with 0-2 years of customer success, account management, or other client-facing experience (internships count)
A genuine commitment to client outcomes and the willingness to go the extra mile
Strong organizational skills with the ability to manage multiple tasks and client requests at once
Composure and patience when working through client issues, including high-pressure situations
Ability to work independently on defined tasks and the judgment to know when to ask for help
Comfort with data, spreadsheets, and reporting tools
Excellent verbal and written communication skills
Ability to travel up to 10% of the time
Preferred Qualifications
Internship or entry-level experience in property management, multifamily operations, insurance, or a related field
Exposure to PMS platforms such as Entrata, AppFolio, Yardi, or RealPage
Experience in a customer-facing role within InsurTech, SaaS, or MGA environments
Basic understanding of renters insurance, liability programs, or compliance tracking in the multifamily space
Active or willingness to obtain a state property and casualty insurance license, if required
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