Customer Success Manager

SUMMARY

The Customer Success Manager (CSM) reports to the Senior Manager of Customer Success. This role will leverage industry expertise and in-depth RealPage solutions knowledge / thought leadership to connect customer business objectives to the functional capabilities of our products and solutions.

You will drive collaboration across RealPage teams to boost customer lifetime value, improve retention, increase satisfaction, and build trust.

This role will be responsible for short-term customer success engagement to ensure customers who are experiencing challenges with value-realization are receiving the necessary assistance to successfully achieve their outcomes and improve their experience.

PRIMARY RESPONSIBILITIES

• Work with 10-12 of RealPage’s key customers to drive product adoption, renewal, and customer satisfaction by bringing value to your customers every day
• Partner with internal account teams (e.g., sales, delivery, product, and marketing) to design and execute an optimal account plan for each customer
• Strategize to secure executive visibility of RealPage business results
• Preemptively spot patterns to improve the organizational usage and adoption of RealPage products
• Engage with RealPage’s product and engineering teams to translate customer feedback into product requirements
• Spread and scale 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
• Assist with the delivery of customer business review meetings
• Understand and communicate overall customer health, including the identification and escalation of at-risk accounts
• Provide timely and helpful information to others across the organization, while supporting the open expression of diverse ideas and opinions
• Support the establishment of clear responsibilities and processes for monitoring work and measuring results
• Build, own, and drive the customer engagement plan through execution and engagement for the customer
• Coordinate between the organizations to organize the meetings / invites and drive initiatives for the customer internally

REQUIRED SKILLS / KNOWLEDGE / ABILITIES

• Strongly proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel)
• World class presentation skills; comfortable leading presentations and demonstrations of our platform to large groups, both technical and non-technical
• Can connect business problems to technical solutions and understand technology and data value propositions
• Can easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people
• Ability to personally deliver customer onboarding program and strategic adoption plan(s)
• 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
• Work across the customer’s business org to communicate the value of RealPage solutions to their team and executives
• Strong understanding of business / multifamily operations and reporting
• 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 take ownership of assigned opportunities and issues, as well as the ability to address and resolve all issues utilizing available resources in a timely and proficient manner
• Physically able to participate virtually or in-person training sessions, presentations, and meetings
• Ability to work extended hours as needed (may be required at times)
• Ability to travel as needed to customer and company locations

PREFERRED SKILLS / KNOWLEDGE / ABILITIES

• Advanced understanding of the multifamily industry
• 5-7 years of experience as a Systems Administrator or related experience resulting in a deep understanding of RealPage solutions and third-party integrations
• Project management experience / ability to lead business discovery workshops
• Technical writing acumen and ability to author custom statements of work
• Understanding of development life cycle and ability to architect complex technical solutions
• Experience planning, managing, and performing integration design, testing, and deployment

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