Some people are drawn to technology. Others are drawn to helping people. Sebastian Belfer Martin found a role that lets him do both. As an Associate Technical Account Manager on the Breeze Client Success team, he spends his days working through client questions that are never quite the same twice, bringing a mix of curiosity, empathy and problem-solving to get people back on track.
“One of the reasons I like the job is because every day is a little bit different,” he says. “Even when two clients have what looks like the same issue, it can turn out to be something completely different.” That variety, paired with a long-standing interest in technology, is exactly what pulled him toward the role.
A path shaped by curiosity
Sebastian studied Management Economics and Finance at the University of Guelph, with a minor in Marketing. The program covered a wide range of business fundamentals, which suited someone still figuring out where he wanted to land. “I explored all the aspects of business because I wasn’t entirely sure what I wanted to do,” he says.
Yardi had been on his radar for a while. He knew people at the company and had done contract work across a few different industries before applying. That earlier work taught him how to take ownership of his time and hit his goals, habits that carried directly into his current role. Yardi became his first corporate job out of school, and the combination of client work and technology made it an easy fit.
No two days the same
A typical day starts around 8 in the morning, catching up on emails and checking whether clients have responded to anything from the day before. From there, Sebastian is available for calls, live chats, offline cases and follow-up emails, assisting anywhere from 10 to 12 clients on an average day, sometimes more depending on how complex the cases are. Meetings are mixed in throughout the week, so part of the job is simply balancing it all.
What he enjoys most is the challenge of figuring things out. “Working with clients, using the technology to help someone get back on track, that’s the part I enjoy the most,” he says.
Leading with empathy
Not every client arrives in a good mood, and Sebastian has a consistent approach for those moments. “I’d honestly say just leading with empathy, trying to understand where the client is coming from,” he says. Some people are frustrated, others are perfectly happy despite the issue, and meeting them where they are makes a difference.
For him, a great client experience goes beyond the immediate fix. He walks clients through the solution so they understand it, then leaves them with something to refer back to later, often a relevant help document they can save. “I’ve even had clients tell me they’re going to print it out and put it on their desk,” he says. “Helping them in the moment and giving them a resource for the future makes all the difference.”
A team you can lean on
When a question stumps him, Sebastian reaches for the resources available and then leans on his team. Group chats, quick calls and colleagues who are happy to jump in are all part of how the CSD team works. He credits his mentor, Ananthan, along with a group of colleagues who made him feel welcome from the start.
“It doesn’t matter if you’ve been here for three weeks or three years, everybody is a great resource,” he says. “Someone who has been here three years might not have seen an issue that someone who started three weeks ago just ran into.”
Technology, AI and the human touch
Sebastian keeps up with tech through YouTube channels, articles and Yardi’s own updates, and AI is the trend he is watching most closely. He points to Virtuoso, the AI chat assistant, as an example of how routine questions can be handled quickly. But he is equally clear that people still matter.
“A lot of clients want to speak to a person. I know I do when I reach out for help,” he says. “It’s really important to have that balance, and I think Yardi is doing a good job of it.” In his role, clients can choose to speak with a person right away, something he sees as worth protecting as AI takes on more of the simpler, repetitive work.
Just getting started
A year in, Sebastian is focused on growing and taking on more responsibility. He recently took part in the mentorship program for Yardi’s interns, an experience he found rewarding on both sides. “Being able to support them and share the knowledge I’ve gained over the last year was a great opportunity, and it actually helps me get better at my job too,” he says.
His advice for anyone entering property management tech is simple. Don’t be afraid to adopt AI, and once you are here, don’t be afraid to ask questions.
Outside of work, you will usually find him with Nala, his golden retriever, on the pickleball court or playing a few rounds of his favourite video games. But when the next client question comes in, he is right back to the part of the job he likes best: no two days the same, and always something new to solve.
Enjoyed getting to know Sebastian? He’s one of many faces behind the work at Yardi. Meet more of them in our Next Generation of Talent series, starting with Matthew Maliksi.
