Senior Manager - Customer Success

Summary

The Senior Manager is responsible for leading a team of Solution Account Managers (SAMs), with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and exceptional analytical thinker.

The right candidate is truly passionate about customer success, possess exceptional leadership skills, and have a strong understanding of the multi-family industry.

PRIMARY RESPONSIBILITIES

• Partner with Customer Success (CS) leadership to define & execute on our RealPage Customer Success strategy.
• Define processes to plan, prioritize, execute, and measure success of CS initiatives.
• Lead SAMs in the creation and delivery of customer value through regular customer touchpoints, performance review, and solution review conversations, that align to defined customer business goals / objectives and drive mutually agreed upon ROI benefits.
• Partner with other CS leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
• Drive and measure key customer success metrics, such as customer sentiment, customer retention rates, upsell / expansion opportunities, and develop strategies to improve these metrics.
• Establish strong relationships with key customers and serve as an escalation point for customer concerns impacting their business.
• Develop a comprehensive understanding of RealPage platform capabilities to maximize business value creation and drive outcomes for our customers.
• Collaborate with product team(s) to ensure customer feedback is incorporated into product development and roadmap planning.
• Keep up to date with industry trends and best practices and share this knowledge with the team to continuously improve our customer success function.
• Inspire and promote a Customer Success mindset across the organization.

REQUIRED KNOWLEDGE / SKILLS / ABILITIES :

• Minimum of 5 years’ experience in leading customer-facing teams.
• Minimum of 5 years’ experience in the multi-family industry.
• Excellent communication and interpersonal skills (high EQ)
• Comfortable working with all levels of the RealPage organization, including C-Level.
• Demonstrated understanding of value-drivers in recurring revenue business models.
• Excellent time management, organization, and communication skills (both verbal and written).
• Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint.
• Experience building strong, long-term relationships with senior / executive level key customer stakeholders through proactive and constant communication anticipating needs and supporting them through a tailored approach.
• Physically able to participate in training sessions, presentations, meetings, and customer and industry conferences.
• Ability to work extended hours as needed (may be required at times).
• Bachelor’s Degree.
• Ability to travel up to 25%.

PREFERED KNOWLEDGE / SKILLS / ABILITIES :

• Strong knowledge of RealPage products and services is preferred (5+ years’ experience with RealPage products), with a focus on Renter Engagement Product Suite.
• Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to fraud prevention / screening.
• Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to payment processing.
• Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to multi-family insurance products and services.
• Extensive understanding of SaaS industry and technology (7+ years’ experience with SaaS).
• General experience with Customer Relationship Management (CRM) software such as Salesforce.
• Aptitude to learn complex software programs.

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