Client Success Account Manager, Resident Engagement

1 week ago

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

OVERVIEW

The Customer Success Account Manager (SAM) is responsible for collaborating with the broader RealPage teams to develop and implement comprehensive account strategies tailored to our clients. The SAM will recommend best practices that align with client objectives, gain a thorough understanding of the client's business goals and challenges, and identify relevant RealPage solutions across various product lines to enhance operational efficiency, boost profitability, and maximize return on investment.

KEY RESPONSIBILITIES

  • Proactively engage with clients to promote platform adoption by utilizing product usage analytics and data insights.
  • Establish yourself as a trusted advisor and authority on RealPage's Resident Experience product suite, offering deep product knowledge and insights into market trends to uncover new business opportunities.
  • Address complex challenges and opportunities where thorough analysis of situations or data is necessary.
  • Utilize sound judgment in selecting appropriate methods, techniques, and evaluation criteria to achieve desired outcomes.
  • Build networks with key stakeholders beyond your immediate area of expertise.
  • Drive customer business goals and objectives through effective use of platform reporting, dashboards, and metrics.
  • Facilitate discussions with clients to explore product use cases and adoption strategies.
  • Ensure clients recognize and derive value from assigned RealPage products to encourage adoption.
  • Conduct platform Solution Reviews with clients, focusing on strategic business objectives that will enhance revenue and return on investment.
  • Act as an internal Subject Matter Expert (SME) on RealPage product platforms for relevant business units.
  • Collaborate closely with Customer Success Managers, Sales, and Product Management teams to identify opportunities for expansion of RealPage products and services.
  • Monitor and communicate overall customer health, including identifying and escalating complex product issues for accounts at risk to RealPage leadership.
  • Provide feedback on best practices related to CRM tools to effectively track customer interactions.
  • Participate in RealPage, industry, and customer events to enhance engagement.

REQUIRED QUALIFICATIONS

  • Bachelor's Degree or equivalent experience.
  • At least 4 years of experience in the multi-family sector with RealPage products.
  • Minimum of 4 years in customer-facing roles.
  • Insurance license, or the ability to obtain one, is required.
  • Proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel).
  • Exceptional presentation skills; comfortable leading presentations and demonstrations of our platform to diverse audiences.
  • Ability to connect business challenges to technical solutions and comprehend technology and data value propositions.
  • Capable of explaining complex concepts to non-technical stakeholders while also engaging with highly technical audiences.
  • Competent in delivering customer onboarding programs and strategic rollout plans.
  • High level of customer empathy and accountability for product performance.
  • Collaborate with clients to understand their current and future business objectives and challenges, translating these into effective strategies.
  • Communicate the value of solutions across the client's organization to their teams and executives.
  • Understanding of business/multifamily operations and reporting.
  • Experience in SaaS implementations and operational improvement initiatives.
  • Ability to work collaboratively and gain cooperation from a variety of sources, including senior management, clients, and other departments.
  • Strong documentation and follow-up skills, with the ability to manage customer expectations effectively.
  • Ownership of assigned opportunities and issues, with the capability to resolve them using available resources promptly and proficiently.
  • Physically able to participate in virtual or in-person training sessions, presentations, and meetings.
  • Willingness to work extended hours as necessary.
  • Ability to travel as required to client and company locations, up to 25% of the time.

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