From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.
Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.
And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2/3 days of working from home per week. This role is based in the Johannesburg office.
Summary:
The Client Experience Specialist is a key role within MRI’s Client facing teams. They provide the glue across many departments and help clients navigate MRI when their circumstances fall outside of our standard processes. Working together with Account Management, Professional Services, Sales and Client Support teams to ensure success. They need to be especially skilled at building relationships with their clients and within MRI and have an obsessive focus on client satisfaction and representing the voice of the client.
Responsibilities:
Using MRI’s best practices and tools, monitor and manage health, satisfaction, and adoption for assigned accounts
Continually assess processes and best practices to identify improvement opportunities and work with the local Client Success team to incorporate improvements
Monitor and proactively initiate escalation mechanisms for issues reported by assigned accounts as appropriate
Act as escalation point for accounts and ensure client issues are prioritised appropriately, visibility is at the right level within MRI and action is being taken as agreed to by leaders
Conduct regular check ins with key contacts within accounts to validate what MRI’s data is reporting; proving the qualitative view into the health of the account
Work closely with all other client facing colleagues to ensure the client’s journey is a positive experience and bring visibility when the experience starts to deviate from that expectation
Stay up to date on MRI solutions and integrations to allow for productive interactions internally and with your clients
Managing client account queries.
Implementation and management of a client experience strategy.
Requirements:
+2 years’ experience in Account Management, Sales or Professional Services, Client Success
Experience in Real Estate or Financial industries is a plus
Exceptional communication skills; both written and verbal
Advanced project management skills
Salesforce experience
Technically savvy
We’re obsessed with making this the best job you’ve ever had!
We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:
We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
Have confidence in your health with our offered Medical Aid Scheme.
Invest in our competitive Personal Pension plan and help set you up for your future.
Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
Further your professional development with our Tuition Reimbursement Schemes
Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space.
Amazing growth takes amazing employees. Are you up to the challenge?
We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!
As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.
Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.