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Client Success Account Manager, Resident Engagement

2 months ago

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

OVERVIEW

The Customer Success Account Manager (SAM) will collaborate closely with the broader RealPage teams to devise and implement a comprehensive account strategy tailored to our clients. The SAM will recommend optimal practices to align with client objectives, cultivate a profound understanding of the client's business aims and challenges, and pinpoint relevant RealPage solutions across various product lines to enhance operational efficiencies, boost profitability, and maximize return on investment.

KEY RESPONSIBILITIES

  • Proactively engage clients on platform utilization by leveraging product usage analytics and data insights.
  • Establish yourself as a trusted advisor and authority on RealPage's Resident Experience product suite, providing extensive product knowledge and articulating market trends to uncover new business opportunities.
  • Address complex challenges and opportunities where thorough analysis of situations or data is essential.
  • Exercise discretion in selecting methods, techniques, and evaluation criteria to achieve desired outcomes.
  • Build networks with key stakeholders beyond your immediate area of expertise.
  • Understand and drive client business objectives, goals, and desired outcomes using platform reporting, dashboards, and metrics.
  • Facilitate exploratory discussions with clients regarding product applications and adoption prospects.
  • 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 expansion opportunities for assigned RealPage products and services.
  • Comprehend 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 and accurately track client activities.
  • Participate in RealPage, industry, and client events.

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, 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.
  • Capable of simplifying complex concepts for non-technical audiences while maintaining the ability to engage with highly technical individuals.
  • Ability to personally deliver customer 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 people, product, and process strategies.
  • 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.
  • Exceptional documentation and follow-up skills, with the ability to manage client expectations effectively.
  • Capable of taking 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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