Vice President of Customer Success for Strategic Accounts

2 weeks ago

Richardson, Texas, United States RealPage Full time
POSITION OVERVIEW

The Vice President of Customer Success for Strategic Accounts will play a pivotal role within RealPage's Customer Success division, acting as a strategic leader and relationship architect for our most vital accounts, which contribute approximately 13% of our recurring revenue. You will oversee a team of exceptional Customer Success Managers dedicated to fostering adoption and growth within these Strategic Accounts.

In this capacity, the VP will cultivate deep-rooted relationships and trust with C-suite executives and key decision-makers. You will collaborate closely with these clients to thoroughly comprehend their business goals and ensure they achieve their desired outcomes through their partnership with RealPage. This role necessitates cross-functional collaboration with Sales, Product, Support, Delivery, and Marketing to enhance customer engagement, success, advocacy opportunities, retention, and overall operational excellence. The ideal candidate is passionate about customer success and driving business results, establishing brand loyalty and customer satisfaction. A proven history of effective customer relationship management and growth with high-profile accounts is essential. This is a dynamic opportunity within a fast-paced global organization, allowing you to positively influence customer relationships and significantly impact RealPage's growth and brand presence in the market.

KEY RESPONSIBILITIES
  • Formulate and implement a strategy for designated Strategic customers that aligns with the company’s growth objectives, incorporating measurable outcomes, KPIs, and a consistent review process.
  • Drive Customer Success metrics, including minimizing client churn, enhancing product adoption, increasing customer lifetime value, achieving outstanding NPS ratings, and elevating advocacy levels within assigned strategic accounts.
  • Develop and nurture the Customer Success Manager talent necessary to promote retention, adoption, and advocacy within strategic accounts.
  • Expand and enhance revenue within Strategic Accounts by driving advocacy and adoption initiatives, articulating value, and identifying sales opportunities.
  • Act as both a leader and a mentor in cultivating strategic customer partnerships. Engage directly in key relationships, touchpoints, and escalations while personally establishing deep customer connections and being recognized as a 'trusted advisor' at the C-suite and decision-maker levels. Additionally, instill this capability within your Customer Success Managers.
  • Create comprehensive Customer Success plans for assigned Strategic Accounts in collaboration with Sales, Delivery, Support, Product, and Marketing. Provide regular updates on progress, both internally and with customers, including quarterly executive business reviews.
  • Proactively identify potential risks within accounts and ensure the team addresses recovery plans with urgency.
  • Serve as the voice of the customer to internal teams for assigned accounts.
  • Utilize a data-driven approach to implement process enhancements as needed to ensure transparency of business performance across the organization and achieve world-class levels of customer retention and satisfaction.
  • Effectively manage personnel, providing performance feedback, guidance, and input on their goals and objectives; offer continuous coaching and mentoring.
QUALIFICATIONS
  • Bachelor's degree in Business Administration or a related discipline.
  • 12+ years of account management experience in a SaaS or subscription-based enterprise software environment.
  • 10+ years of experience in customer-facing roles, with a minimum of 5 years in a senior-level position overseeing people managers.
  • Experience in the multi-family sector is advantageous.
  • Proficiency in Excel, PowerPoint, Salesforce, and CRM systems is highly preferred.
  • Willingness to travel up to 25%.
KNOWLEDGE/SKILLS/ABILITIES
  • Strong strategic thinking and planning capabilities, with the ability to translate vision into actionable strategies.
  • Exceptional leadership and team management skills, with the capacity to inspire and motivate cross-functional teams.
  • Excellent communication and interpersonal abilities, with the talent to influence and engage stakeholders at all levels, including C-Suite executives, investors, and board members.
  • Ability to convey executive-level narratives through effective presentations and concise communications.
  • Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
  • Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities simultaneously.
  • Demonstrated commitment to continuous learning and improvement.
  • Customer-centric mindset with a passion for enhancing the customer experience.
  • High emotional intelligence, with the ability to navigate complex organizational dynamics.
  • Resilient and adaptable, capable of managing ambiguity and driving results in challenging situations.
  • Collaborative and inclusive, promoting a culture of teamwork and continuous improvement.
PHYSICAL DEMANDS AND WORKING CONDITIONS

While performing the duties of this position, the employee may occasionally be required to stand, walk, sit, use hands to manipulate objects, tools, or controls, reach with hands and arms, climb stairs, and communicate verbally. The employee must be able to operate a personal computer and convey or exchange ideas verbally. Extended periods of sitting or standing may be required. Specific vision abilities required for this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may be required to lift or move items weighing over 10 pounds.

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