Client Success Account Manager, Resident Engagement

2 weeks ago

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

SUMMARY

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

PRIMARY RESPONSIBILITIES

  • Proactively engage clients regarding platform utilization by leveraging product usage analytics and data insights.
  • Establish trust and expertise in RealPage's Resident Experience product platforms, providing extensive product knowledge and articulating market trends to uncover new business opportunities.
  • Address complex challenges and opportunities that necessitate a detailed analysis of various factors.
  • Utilize sound judgment in selecting methods, techniques, and evaluation criteria to achieve desired outcomes.
  • Network with key stakeholders beyond immediate areas of expertise.
  • Drive client business objectives and desired outcomes through platform reporting, dashboards, and performance metrics.
  • Facilitate exploratory discussions with clients regarding product applications and adoption strategies.
  • Ensure clients recognize and derive value from assigned RealPage products to promote adoption.
  • Conduct platform Solution Reviews for assigned 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 growth opportunities for assigned RealPage products and services.
  • Monitor and communicate overall client health, including identifying and escalating complex product issues for at-risk accounts to RealPage leadership.
  • Utilize and provide feedback on best practices related to CRM tools to effectively track client interactions.
  • Participate in RealPage, industry, and client events.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 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, and/or ability to obtain an insurance license 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, both technical and non-technical.
  • Ability to connect business challenges to technical solutions and comprehend technology and data value propositions.
  • Skill in simplifying complex concepts for non-technical audiences while effectively communicating with highly technical individuals.
  • Capability to personally deliver client onboarding programs and strategic rollout plans.
  • High level of customer empathy.
  • Empowered to take responsibility for product performance.
  • Collaborate with clients to understand their current and future business goals and challenges, translating those into strategies involving people, products, and processes.
  • Communicate the value of these 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 closely with and elicit cooperation from a diverse range of sources, including senior management, clients, and other departments.
  • Outstanding documentation and follow-up skills, along with the ability to manage client expectations effectively.
  • Capacity to take ownership of assigned opportunities and issues, addressing and resolving all matters 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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