Technical Account Manager, G5 + Knock

4 weeks ago

Richardson, United States RealPage Full time
SUMMARY

The Technical Account Manager (TAM) will be expected to work closely with their peers within the organization to provide project requirements needed to determine accurate timelines and deliverables. This position will require you to have a firm understanding of Knock and G5 platforms, integrations (both core and 3rd party), understand client use cases and business needs matching how we can adapt the existing product to best fit customer needs accordingly. TAMs will need to partner with product to help outline enhancement requests that will drive retention, adoption, and growth within our customer base. TAMs will sit on our Go-To-Market team to understand product feature updates, rollouts, and support SAM enablement to help drive adoption at scale.

PRIMARY RESPONSIBILITIES

  • Responsible for understanding the client's business and technical objectives and work closely with the Solutions Account Manager(s) to deliver solutions and enable the customer to realize the value of RealPage platform and Front Office solutions. The TAM articulates the case for change and helps the business evolve their technical maturity allowing the business to be more effective.
  • Responsible for engaging the appropriate RealPage internal teams to address customer technical concerns as it relates to projects/adoption plays outside of support tickets.
  • Serve as internal Subject Matter Expert (SME) on RealPage product platform for associated business unit(s).
  • Work closely with Customer Success Manager(s), Sales, and Product Management teams to identify expansion opportunities for assigned RealPage product and services for customers.
  • Understand and communicate overall customer health, including the identification and escalation of complex product issues for at-risk accounts to RealPage leadership.
  • Participate in RealPage, industry, and customer events.
  • Triage client demands and work to present alternative solutions when presented with unattainable requests. More specifically, to be able to identify the root cause of an issue and develop a plan to resolve it.
  • Manage required support groups ensuring that proposed solutions are delivered and in a well-tested and stable state.
  • Maintain in depth knowledge of assigned front office customers the SAM team supports.
  • Understand and drive customer business, goals, objectives, and desired outcomes utilizing platform reporting, dashboards, and metrics.
  • Responsible for answering client calls or emails during business hours and at times may fall outside of business hours.
  • Ability to work with autonomy and make informed decisions.
REQUIRED SKILLS/KNOWLEDGE/ABILITIES
  • Minimum of 1 year experience in a large service environment
  • Bachelor's degree preferred.
  • Experience working in client facing roles delivering IT based solutions.
  • Experience in the multifamily housing industry.
  • World class presentation skills; comfortable leading presentations and demos of our platform to large groups, both technical and non-technical.
  • Can tie business problems to technical solutions and understand technology and data value propositions.
  • Can easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people.
  • Exceptional documentation and follow-up capabilities, as well as the ability to understand and manage customer expectations.
  • Experience setting realistic customer expectations when dealing with tight timelines and demanding clients.
  • Strong written and verbal communication skills; this position will require extensive documentation (Monthly and Quarterly Service Level Reviews, Semi-Annual client presentations, new client orientations, and meetings etc.).
  • Ability to execute against short and long team goals.
  • Project Management Methodology. Able to coordinate cross-functional efforts, manage timelines, and ensure deliverables meet quality standards.
  • Excellent communication skills.
  • Ability to travel as needed.


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