Senior Resident Engagement Manager

1 month ago

Richardson, Texas, United States RealPage, Inc. Full time

Job Summary

The Senior Resident Engagement Manager will work closely with the RealPage teams to develop and execute account strategies for our customers. This role requires a deep understanding of customer business objectives and challenges, as well as the ability to identify corresponding RealPage offerings to drive operational efficiencies and profitability.

Key Responsibilities

  • Engage customers proactively on platform adoption, leveraging product usage metrics and data analysis.
  • Become a trusted advisor and expert on RealPage's Resident Experience product platform, providing a deep level of product knowledge and articulating market trends to develop new business opportunities.
  • Work on complex issues and opportunities, analyzing situations and data to drive results.
  • Exercise judgment in selecting methods, techniques, and evaluation criteria to achieve goals.
  • Network with key contacts outside own area of expertise.
  • Understand and drive customer business goals, objectives, and desired outcomes, utilizing platform reporting, dashboards, and metrics.
  • Facilitate discovery discussions with customers regarding product use cases and adoption opportunities.
  • Ensure customer receives and perceives value of assigned RealPage products to drive adoption.
  • Deliver platform Solution Reviews to assigned customers, focused on strategic business objectives to drive revenue and return on investment.
  • 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.
  • Utilize and provide feedback on best practices related to CRM tools to track customer activities effectively and accurately.
  • Participate in RealPage, industry, and customer events.

Requirements

  • Bachelor's Degree or equivalent experience.
  • Minimum of 4 years' experience in the multi-family industry with RealPage products.
  • Minimum of 4 years' experience in customer-facing role(s).
  • Insurance license, and/or ability to secure an insurance license required.
  • Proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel).
  • World-class presentation skills, comfortable leading presentations and demos of our platform to large groups, both technical and non-technical.
  • Ability to tie business problems to technical solutions and understand technology and data value propositions.
  • Ability to personally deliver customer onboarding program and strategic roll-out plan(s).
  • High level of customer empathy.
  • Empowered to take accountability for product performance.
  • Partner with customers to understand their current and future business goals and challenges and translate that into people, product, and process strategies.
  • Work across the customer's business org to communicate the value of these solutions to their team and executives.
  • Understanding of business/multifamily operations and reporting.
  • Experience in SaaS implementations and operational improvement initiatives.
  • Ability to work closely with and to elicit cooperation from a wide variety of sources, including senior management, customers, and other departments.
  • Exceptional documentation and follow-up capabilities, as well as the ability to understand and manage customer expectations.
  • Ability to take ownership of assigned opportunities and issues, as well as the ability to address and resolve all issues utilizing available resources in a timely and proficient manner.
  • Physically able to participate virtually or in-person training sessions, presentations, and meetings.
  • Ability to work extended hours as needed (may be required at times).
  • Ability to travel as needed to customer and company locations.
  • Ability to travel up to 25%.

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