Customer Success Manager
1 month ago
Offered.ai is helping RealPage, Inc. find great candidates. Click the 'Apply' button to submit your application and learn more about RealPage, Inc. and the role. Summary The Strategic Customer Success Manager is accountable for driving lifetime value for our most strategic customers. This will be achieved through developing deep relationships and trust with customers, understanding their business objectives and ensuring they realize their intended outcomes for partnering with RealPage. The Strategic Customer Success Manager will partner cross-functionally with Sales, Product, Support, Delivery and Marketing to drive customer success, reduce risk, increase retention, accelerate growth, and ensure overall operational excellence. The ideal candidate has a customer-centric mindset and a passion for delivering outstanding customer experiences. Primary Responsibilities Provide customers with an exceptional RealPage experience. Develop customer specific success plans and product roadmaps that align with your customer’s strategy/goals and accelerate customer lifetime value from their RealPage investments. Identify and ensure success of joint objectives that will help customers achieve their goals and drive RealPage’s innovation. Build long-term trust by cultivating existing and developing new relationships across the customer’s organization. Develop and lead regular business rhythm for customer reviews, both internally and with the customer. Ensure escalated customer issues are addressed with speed and urgency, orchestrating resources from across the company as appropriate. Drive customer success outcomes including reducing risk, driving product adoption, identifying new opportunities to improve customer value, ensuring world class customer experience, and increasing customer advocacy. Comfortably communicate with Directors, VPs, and C-Suite executives, navigating through multiple decision makers in large complex organization structures, serving as the voice of the customer to all internal teams and the voice of RealPage to our customers. Coordinate and lead cross-functional teams that drive key initiatives and success plan outcomes. Thrive on change while remaining highly organized, optimistic, and coachable. Required Knowledge/Skills/Abilities Prior experience in Account Management or Customer Success, preferably within a software or technology-driven industry Understanding of Software as a Service (SAAS) Customer Success Management role. Strong ability to manage multiple priorities simultaneously in a fast-paced, complex, work environment. Experience building relationships with large, complex customer accounts including senior level leadership. Executive level communication, interpersonal, leadership, and presentation skills with the ability to effectively navigate, mediate conflict and negotiate honest dialogue. Strong accountability, attention to detail and follow through. Flexible approach, able to operate effectively with uncertainty and change. Innovative thinker, seeking new ways of doing things, embracing new ideas and opportunities. Strategic and inquisitive. Proven ability to build a strategy and bring others along to successfully execute. Corporate level property management industry experience preferred. Experience with business planning and budgeting Property management software knowledge is helpful. Knowledge of RealPage products/services and best practices a plus. Demonstrated ability to work independently, make data driven decisions, take initiative, collaborate and lead multiple organizational stakeholders. Experience with Salesforce, Concur, Microsoft Office Solutions (OneDrive, Teams, Word, Excel, PowerPoint) SharePoint, Coupa, Gainsight or a similar industry toolset highly desirable. Willingness to travel to engage with your customers as needed. #J-18808-Ljbffr
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