Customer success manager h1.location_city

As a Community Success Manager (CSM), you will serve as a personal, in-person point of contact for 300+ families across apartment communities in Glendale and Phoenix, Arizona. Your mission is to knock on doors, engage residents face-to-face, and help connect them to free benefits like tutoring, financial tools, and Viva's mobile app-offered through a partnership between Viva and their property owner.

About Viva Benefits

Viva is a network of affordable housing that offers families a set of benefits, including access to health, education, and financial resources. As one example, Viva offers families access to FREE cash - worth more than $5,000 - to help accelerate the transition to homeownership. We are creating equity for all through housing.

Description

Community Success Manager (CSM)

Viva is a network of affordable housing that offers families a set of benefits, including renting at affordable rates, while earning cash back from rent, which they can use to save, invest, and pursue their personal goals. We are creating equity for all through housing.

The Community Success Manager (CSM) will be a personal (in-person, on the ground) point of contact for 300+ families helping connect them to benefits. These benefits include the Viva "financial wellness" package, but also access to healthcare through telehealth, free tutoring from Learn To Be (non-profit), and other benefits that may arise.

Together with our partners we provide a 'continuum of care'.

Status:

• Opening: 1 part-time contractor role available
• Can start immediately
• Start date is negotiable
• Reports To: Director of Community Success (Etna)
• Part-Time Contractor
• Minimum 10 hours per week
• Maximum 20 hours per week
• Travel to our apartment communities in the Glendale and Phoenix, Arizona areas is required
• Travel mileage to and from partner communities will be reimbursed
• You will establish a relationship with property management and be welcomed into the community, including via email / text announcement to the residents
• You will be able to complete your work during times when management is on site to provide support, and during daylight hours
• Flexible Schedule
• You will have clear goals but can collaborate with your Viva manager and property managers to flexibly schedule the days / times that you accomplish work
• Note: You will want to make yourselves available to residents including at the times they are available, so some evenings and weekends are ideal

Compensation:

• Pay range is commensurate with experience: $20 - $35 / hr.
• Will revisit and renegotiate as appropriate no later than 180 days after start

Roles and Responsibilities:

• Become familiar with the Viva team
• Meet the Director of Community Success who is your manager
• Meet a Product Manager or Director who is very interested in feedback from families to improve the Viva product
• Meet our leadership team
• Join our (virtual) all-hands meeting (1x per week)
• Learn the Viva story and how to tell your version of that story
• Become familiar with the Viva Benefits product
• Download and onboard with the app, which you can access at vivabenefits.com
• Write down or ask lots of questions
• Have a 1:1 user interview session with a Product Manager or Director (we do this often with families)
• Learn how to motivate and coach our resident families to access the app
• Become familiar with the benefits available to our resident families
• Healthcare via telehealth
• Financial wellness tools, including our High-Yield Savings Account (HYSA)
• Tutoring via Learn To Be
• Credit building
• Become familiar with our on the ground partners
• Housing Partners
• You will meet and develop warm first-name relationships with all of the property management (and maintenance) staff at each property
• You should feel like an extension of the team
• While you will be focused on achieving our Viva team goals, you can help each of our partners achieve some of their goals, both to be a team player, and as a form of reciprocity
• Engage residents in person
• A primary way to engage residents is to knock on their door and talk to them
• Early on in our journey our leadership team took 2 weeks to knock on 1,500 doors, primarily in similar apartment communities, and talked with nearly 500 residents - and we continue every day to affirm that the in-person point of contact is essential, so the strategy is tried and true, and the resident families are encouraging us to continue!
• We will co-create and role play a script that never 'hard sells' a service, but simply educates families that their apartment owner and manager, in partnership with Viva Benefits are offering primarily free (or deeply discounted) resources, and your job is to help make sure they are aware and taking advantage of these resources!
• We are genuinely curious about the needs and goals of each family, and the Viva app itself makes this a priority when they onboard
• You are encouraged to participate in, or plan and execute, in-person gatherings or events, such as monthly resident council meetings, however, these activities should be considered supplemental to the primary knock and talk strategy
• Follow up with residents remotely
• You will have a work phone number (Google Voice) that you can use to text and connect with residents with whom you have engaged and formed a relationship
• However, other members of the team will be focused on remote engagement, so your texts / calls should be in service of (a) actively helping residents you connected with access benefits they have expressed interest in, or (b) coordinating time to connect in person
• Track resident engagement
• You will access a shared team tracker that monitors which residents have (1) expressed interest in a benefit, including Viva, and which residents have (2) actually accessed that benefit successfully
• Our goal will be to simply move all residents to (1) where there is a legitimate need or interest, and then move all residents to (2) once they express an interest

Qualifications:

• An intellectually curious generalist or 'T-shaped' professional
• Aspiration to learn about early-stage startups
• Motivated to help people: e.g. Viva is focused on creating equity for all through housing
• Bilingual English/Spanish strongly preferred, but not required
• Social Workers and Public Health professionals encouraged
• Familiarity with the Social Determinants of Health (SDOH) framework encouraged
• 2+ Years Experience preferred:
• Helping deliver benefits (eg: health, education, financial inclusion) directly to diverse families in an urban context

Salary

$20 - $35 per hour