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Customer Experience Solutions Specialist
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Customer Experience Solutions Specialist | Hawthorne Residential Partners
Location: Remote
Customer Experience Solutions Specialist | Position Summary
The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms.
Customer Experience Solutions Specialist | Job Functions
Product Strategy
- Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
- Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
- Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout
- Translate operational and customer needs into clear product requirements and enhancements
- Identify opportunities to streamline workflows and improve system adoption across teams
Customer Insights
- Manage survey and reputation strategies and platforms to generate actionable CX insights.
- Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
- Monitor trends across feedback channels to proactively identify system gaps or friction points
- Partner with teams to turn insights into actionable improvements within CX platforms
Technical Expertise
- Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.)
- Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
- Oversee system configuration, setup, and ongoing optimization
- Troubleshoot, analyze and develop CX platforms to ensure optimal performance.
- Lead, train, and participate in technology pilots that support our CX vision.
- Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms
Data & Insights
- Analyze and report on technology pilots, issues, and CX projects.
- Oversee the setup and pilots of CX technologies.
Collaboration:
- Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
- Manage relationships with vendor partners, ensuring they meet the strategic goals and timelines.
Required Qualifications:
- Educational Background: Bachelor’s degree in Business, Marketing, or a related field preferred but not required.
- Experience: 5+ years in software, operations, or Multifamily services.
- Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
- Customer-Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
- Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.
- Cross-functional collaboration skills: Experience leading without direct authority.
Benefits That Matter
When you join our team, you’re stepping into a culture built around growth, wellbeing, and genuine care for our people. We’re committed to helping you thrive—professionally, personally, and financially.
Here’s what you can look forward to:
Personal & Financial Benefits
- Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time.
- Make an Impact: Enjoy 16 hours of paid volunteer time annually.
- Recharge & Celebrate:
- 10 paid holidays + 1 floating holiday of your choice
- 8 hours off to celebrate your birthday
- Future Planning: Company 401(k) match to support your financial goals.
- Financial Wellness Reimbursement: Resources to support your long-term financial health.
- Referral Bonuses: Earn rewards for bringing great talent to the team.
- Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts.
Personal & Professional Development
- Comprehensive Onboarding: Feel supported and prepared from day one.
- Ongoing Learning: Tailored training programs to help you grow your skills and career.
- Career Pathing: Clear, defined progression opportunities.
- Hawthorne Cares Fund: Financial assistance available for unexpected emergencies.
- Celebrate Success: Participate in annual Sales Rally events and contests.
- Education Reimbursement: We invest in your continued learning.
Health & Wellness Benefits
- Medical & Vision: Comprehensive plans designed for peace of mind.
- Dental & Life Insurance: 100% company-paid coverage.
- Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most.
- 24/7/365 Telehealth Access: Connect with doctors anytime, anywhere.
- Wellness Incentives: Earn rewards for taking care of your health.
- Short-Term & Long-Term Disability Plan: Added protection for life’s unexpected moments.
- Leave Bank: Additional paid time off during medical emergencies or natural disasters.
- Fitness Reimbursement: Cash toward your gym or fitness membership.
- Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value).
- New Parent Perk: One year of free diapers for growing families.*
About Hawthorne
Hawthorne Residential Partners is a leading multifamily real estate management company headquartered in Greensboro, NC. We are proudly ranked among the Top 50 largest multifamily management companies in the United States, managing more than 64,000 apartment homes across 275+ properties and overseeing $12.5+ billion in assets throughout the Southeast, Florida, and Texas.
Hawthorne is nationally recognized for operational excellence and resident satisfaction and is currently ranked #1 in resident satisfaction among NMHC Top 50 Managers, holding the highest score of any Division I management firm in the country. Guided by our “Live It” culture to leave people better than we found them, we are committed to delivering exceptional living experiences through thoughtful execution and strong performance at every level of the organization.
Hawthorne is an equal opportunity employer.
Ready to apply?
Apply to Hawthorne Residential Partners
Account Executive (Req#1027)
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Overview
*Candidates must be geographically located in or near Alabama, Arkansas, Louisiana, Tennessee, Mississippi.
If you have a passion for tech sales, experience selling enterprise IT solutions, and excel at building long-term relationships, this role is for you! Join ePlus as an Account Executive and be a key player in driving technology solutions that transform businesses. You will engage with clients across diverse industries, utilizing innovative solutions to solve complex challenges. Additionally, you will have the opportunity to sell a diverse portfolio of services and products from leading technology vendors, Original Equipment Manufacturers (OEMs) and enterprise solutions providers.
Your Impact
The essential functions of this position include:
- Develop and execute strategic sales plans to drive growth including new account relationships
- Achieve growth objectives through prospecting, active lead management, and relationship building with Tier 1, 2, and 3 Service Providers, Power-cooperative, and Utility.
- Maintain and grow existing client revenues through cross-selling of ePlus core competencies
- Establish and maintain manufacturer/partner relationships to develop joint sales opportunities
- Implement an ongoing account management plan, including leveraging all specialized resources
- Provide monthly forecast and quarterly reviews for assigned territory
- Travel may be required, with the majority limited to the local territory. A smaller portion may involve air travel as needed.
Qualifications
- Proven success selling to Managed Accounts at the CXO and VP levels
- Minimum of 5 years' experience selling technology services including SP routing, optical, access, security, data center, and emerging technologies. Preference in experience with Service Providers.
- Experience selling AI Solutions and Services is a plus
- VAR/systems integrator sales and/or direct selling experience with technology OEMs or software companies preferred
- Must demonstrate a strong ability to qualify leads, engage new markets, and successfully close new accounts, driving growth and expanding the customer base
- Excellent communication, presentation, problem-solving and time management skills
- Demonstrated ability to leverage subject matter experts (SMEs) to accelerate and enhance the sales process
- Ability to take initiative, self-motivate, and drive sales success independently
Why ePlus?
At ePlus, we empower businesses with cutting-edge technology solutions that drive real impact. As an Account Executive, you’ll be part of a high-performing sales team that helps organizations harness technology to navigate their digital transformation journey and achieve the business outcomes they seek. Here’s what sets us apart:
- Industry Leadership – We are a trusted technology partner with deep expertise in cloud, security, data center, AI, and digital infrastructure solutions.
- Unlimited Earning Potential – We offer a competitive base salary with uncapped commissions.
- Exceptional Support – We offer a wide range of resources from across a variety of cross-functional teams (Inside Sales, Pre-Sales Engineers, and other areas) to help you drive sales.
- Cutting-Edge Solutions – We have developed and provide a robust portfolio of IT solutions and services backed by strategic partnerships with top technology providers.
- Longevity and Market Resilience – We are one of only 11% of Nasdaq listed companies to be in business for more than 30 years. We have demonstrated strong financial health and profitability over the decades, with consistent revenue growth and robust financial performance.
- Career Growth – We offer access to continuous learning and internal mobility opportunities.
- Supportive Culture – We’re proud to say that we are all part of one collaborative team that values innovation, integrity, diversity and long-term client success.
Position Specifics
The initial base salary range for this position is expected to be between $80,000 and $125,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure includes variable pay through commissions based on individual sales performance. This means your earning potential can substantially increase based on your sales achievements.
ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program, and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Who We Are
At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
- Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
- Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
- Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
Commitment to Diversity, Inclusion and Belonging
- We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
- ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
Ready to apply?
Apply to ePlus Technology, inc.