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Strategic Customer Success Manager

3 months ago

Richardson, United States RealPage Full time
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

  • Act as primary point of customer contact for assigned accounts
  • Establish and build strong customer relationships that allow for open communication and trust
  • Focus on platform adoption and work closely with RealPage departments to coordinate customer needs, resolve issues and ensure customer satisfaction and retention
  • Facilitate periodic (weekly, monthly, semi-annually) conference calls with customer personnel to understand customer satisfaction, use of RealPage products, adoption of RealPage products, open issues, and opportunities for additional RealPage solutions
  • Work closely with Sales and Finance on renewals, credit status, accounts receivables and collections
  • Coordinate and facilitate periodic Customer Business Reviews (CBRs) for assigned customers as appropriate
  • Grow business by anticipating customer needs and providing a high level of customer service
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
  • Bachelor's Degree or equivalent work experience
  • The ideal candidate will have either a minimum of 8 years in customer success management with proven ability to retain and grow accounts or a minimum of 8 years of industry experience at the corporate level of the property management client side
  • Executive level communication, interpersonal, leadership, and presentation skills with the ability to effectively navigate, mediate conflict and negotiate honest dialogue.
  • Innovative thinker, seeking new ways of doing things, embracing new ideas and opportunities.
  • Experience building relationships with large, complex customer accounts including senior level leadership.
  • Strong accountability, outstanding documentation skills, attention to detail and follow through.
  • Strategic and inquisitive. Proven ability to build a strategy and bring others along to successfully execute.
  • Demonstrated ability to work independently, make data driven decisions, take initiative, collaborate and lead multiple organizational stakeholders.
  • Ability to recognize risk early and effectively develop cross function retention plans.
  • Experience with Salesforce, Concur, Microsoft Office Solutions (OneDrive, Teams, Word, Excel, PowerPoint) SharePoint, Coupa, Gainsight or a similar industry toolset highly desirable.
  • 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 and drive outcomes.
  • Demonstrated adaptability, and effectively operates with uncertainty and continuous change.
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
  • Demonstrated outstanding customer relationships at all levels within the customer's organization
  • Understanding of RealPage or other property management software products and services is preferred


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