Customer Support Analyst

Summary/Objective of Position:

Investor Management Services, a leading commercial real estate software as a service (SaaS) company, is looking for a talented individual to fill the role of Customer Success Analyst. The Customer Success Analyst will work directly with customers and their investors, providing real-time support to ensure they get the most value out of the IMS Platform.

Work in a fast-paced support ticket environment, providing both phone and email support to clients as well as their investors. Support includes real-time platform troubleshooting across all areas of the IMS platform, as well as ongoing user education and coordinating internal resources to resolve issues in a timely manner. Additional responsibilities could include client document upload and management and preparing documents for digital signature.

Training is provided by an experienced team of Customer Support Managers in a fast-paced, rapidly changing, start-up environment.

Rapid customer adoption of our break-through commercial real estate technology platform means career advancement opportunities for a motivated, hard-working, and capable professional who consistently drives for results.

Competencies for Success in This Role:

  • Strong customer focus -- what we do revolves around our customer and their investors!
  • Ability to build strong customer relationships under challenging circumstances
  • Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment
  • Ability to excel in a data-driven, metrics-oriented environment
  • Ability to excel in a team environment and put team goals ahead of personal goals
  • Ability to listen, assess, identify, and communicate corrective measures
  • Must have good verbal and written communication skills
  • Must have basic mathematical skills
  • Has a keen interest in Software-as-a-Service (SaaS)

Required Education and Experience:

  • 1 - 2 years prior experience in a customer service/support role, preferably within the technology industry
  • Bachelor’s degree required, prefer finance or accounting degree
  • Experience using Microsoft Office, including strong Excel skills (formulas, functions, tables, etc)

Preferred Education and Experience:

  • Commercial real estate (CRE) knowledge and financial experience
  • Experience working in a financial technology firm a plus

This role is located in Charlotte, North Carolina.

To apply, please take the assessment at:


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