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Customer Success Strategist

2 months ago

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

Job Summary

The Investment Management Solutions Expert will leverage real estate industry expertise and in-depth knowledge of RealPage Investment Management solutions to connect customer business objectives to the functional capabilities of our products and solutions. This role will drive collaboration across teams to boost customer lifetime value, improve retention, increase satisfaction, and build trust.

Key Responsibilities

  • Preemptively identify patterns to improve the organizational usage and adoption of RealPage Investment Management products and services.
  • Engage with product and engineering teams to translate customer feedback into product requirements.
  • Develop and implement strategic learnings, operational efficiencies, and industry insights across Customer Success and the broader RealPage organization.
  • Utilize CRM tools to track customer activities effectively and accurately.
  • Lead the preparation and delivery of customer business review meetings.
  • Understand and communicate overall customer health, including the identification and escalation of at-risk accounts.
  • Support the establishment of clear responsibilities and processes for monitoring work and measuring results.
  • Develop and drive the customer engagement plan through execution and engagement for the customer.

Required Skills and Qualifications

  • Minimum of 5 years of experience in real estate, preferably commercial real estate.
  • High proficiency in MS Office Suite (Outlook, Word, PowerPoint, and Excel).
  • Strong presentation skills; comfortable leading presentations and demonstrations of our platform to large groups, both technical and non-technical.
  • Ability to connect business problems to technical solutions and understand technology and data value propositions.
  • High level of customer empathy.
  • Ability to partner with customers to understand their current and future business goals and challenges and translate that into people, product, and process strategies.
  • Strong understanding of the real estate industry, terms, and key performance metrics.
  • 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 travel as needed for customer meetings and industry events.