Customer Success Enablement & Training

Who we are:

Perchwell is the premier workflow software and data  platform for residential real estate. Based on the industry’s foundational data, Perchwell builds a modern software suite to empower real estate professionals to do their best work, provide differentiated service to their clients, and grow their businesses.

Backed by Founders Fund, Lux Capital, and some of the country’s leading MLSs, Perchwell is scaling its best-in-class platform to have a positive impact on the industry we serve.

Perchwell is growing our team to build the workflow data platform for all residential real estate, a $4T industry (roughly 17% of US GDP) impacting the lives of every single American. As a complete market intelligence, search, and collaboration solution, we partner with forward-thinking MLS (multiple listing service) organizations and brokerages to drive the industry forward.

What We’re Looking For:

We’re hiring for an engaging team member who will work within our Customer Operations team and help drive Perchwell’s customer experience forward. 

As an expert on Perchwell’s product, you’ll advise our customers on best practices and provide the highest level of service and guidance to make them successful. You are motivated, resourceful, efficient, detail-oriented, highly organized, and you have a strong desire to build in a rapidly scaling SaaS company.

You’ll be responsible for creating the strategy for and the delivery of engaging, value-rich training programs that result in optimizing customer experience as they engage with our platform. You’ll work directly with our Customer Success, Operations, Product, Engineering and cross-functional leadership to drive mission-critical, cross-functional initiatives across the organization.

What You’ll Do:

• Create, implement and maintain our training material content and sessions to help our customers better understand how to use our product and all of its features

• Develop written and video reference guides and documentation that provide platform users with how to understand and navigate the available tools and processes available within the Perchwell ecosystem 

• Be responsible for the ongoing adoption and training of new features/capability releases and new tools within the Perchwell product 

• Use your expert level knowledge of the Perchwell platform to advise on best practices around product usage with end-users

• Collaborate with Product, Operations, and Customer Success to understand end-users workflows and needs to scope trainings around them 

• Define and ensure adequate tracking/metrics of training to measure its impact

• Onboard and train new Perchwell team members to fully understand the Perchwell platform   

In this role, you’ll work out of our New York City HQ in Soho, Manhattan.

What You'll Need:

• Experience Building Training Programs: Demonstrated experience in designing and facilitating engaging, impactful training sessions for small, focused groups to large, multifunctional groups

• High Impact Communicator & Presenter : You have exceptional communication and presentation skills and have the ability to take complex messages and tactfully break it down and explain it to different audiences 

• Curious: You seek to understand and don’t shy away from asking questions and probing deeper to comprehend fully, especially when the topic is technically complex

• Highly Organized: You have impeccable organization and prioritization skills to accommodate multiple projects and programs

• Metrics Focused: You have experience defining and holding yourself and teams accountable to metrics in order to measure project and program effectiveness,

• Willingness to Work Hard: Working at startup requires hard work, so we’re looking for someone who seeks out challenging work and is willing to go the extra mile to get the job done to hit deadlines and achieve goals 

Bonus Points for the Following:

• Experience working in the Real Estate industry 

• Understanding of how MLS systems work 

Salary Information: 

To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience. 

The base salary for this position is $90,000 - $125,000 + equity + benefits.

Note: At this time, we are only considering candidates who are authorized to work