Customer Success Manager, Maintenance Segment - REMOTE

The Customer Success Manager (CSM) reports to the Sr. 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

• Orchestratemultiple activities simultaneously to accomplish a goal.
• Get the most out of limited resources.
• Apply knowledge of internal structures, processes, and culture to resourcing efforts.
• Understand our customer’s business and collaborates on and supports solutions which meet customer expectations
• 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

• 2+ years of experience in the multi-family industry and/or 2+ years of Account Management/Relationship Management experience
• Ability to facilitate business relationships and effectively support assigned accounts
• Ability to work with a wide variety of customers and personalities
• Outstanding documentation and follow-up capabilities
• Ability to understand and manage customer expectations
• Ability to work closely with all levels of the organization and to elicit cooperation from a wide variety of sources, including senior management, customers and other departments
• Ability to take ownership of assigned opportunities and issues
• Ability to recognize and escalate issues and risks as deemed necessary through the appropriate channels
• Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
• Strong written and verbal communication skills
• Persuasive, encouraging, motivating, and professional personality
• Physically able to participate in training sessions, presentations, and meetings
• Ability to work extended hours as needed (may be required at times)
• Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint
• 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

• Understanding of multi-family industry at both corporate and property level
• Understanding of SaaS industry and technology (2+ years’ experience with SaaS)
• Understanding of RealPage products and services is preferred (1-2 years’ experience with RealPage products)
• Knowledge of Customer Success practices
• Experience with Customer Relationship Management (CRM) software such as, Salesforce
• Aptitude to learn software programs

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Skills

Required

• Cross Collaboration
• Accountability
• Customer Service

Preferred

• Organization

Behaviors

Required

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Innovative: Consistently introduces new ideas and demonstrates original thinking