SUMMARY
The Solution Account Manager, Investment Management will leverage real estate industry expertise and in-depth RealPage Investment Management solutions knowledge/thought leadership to connect customer business objectives to the functional capabilities of our products and solutions. You will drive collaboration across 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
- Preemptively spot patterns to improve the organizational usage and adoption of RealPage Investment Management products and services
- Engage with 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
- Lead the preparation and delivery of customer business review meetings
- Understand and communicate overall customer health, including the identification and escalation of at-risk accounts
- 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
REQUIRED SKILLS/KNOWLEDGE/ABILITIES
- Minimum of 5 years of experience in real esate, preferably Commercial Real Estate.
- High proficiency in MS Office Suite (Outlook, Word, PowerPoint, and Excel)
- Strong 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
- 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 the real estate industry, terms and key performance metrics
- 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 travel as on a limited basis for customer meetings and industry events
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