Job description

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

Required profile