The Platinum Support Specialist is a top-level Subject Matter Expert (SME) and client relationship manager on the Platinum services team with broad experience in RealPage products and product support processes. Backed by the Platinum Team Manager and cross-functional specialty teams, the Platinum Support Specialist uses strong technical trouble-shooting skills, SME level experience and knowledge over multiple RealPage products and excellent communication skills at all levels of varied organizations to be the one point of contact in support of a RealPage client’s portfolio of RealPage products. The Platinum Support Specialist operates independently, taking full ownership and an end-to-end solution accountability for all assigned clients’ concerns and issues. The specialist is accountable for managing the customer’s entire support relationship: understanding customer goals and objectives, driving best practices for RealPage products, guiding escalation and cross-functional resolutions, and ensuring customer revenue retention and growth.
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PRIMARY RESPONSIBILITIES
- Independently plans, delivers and manages the platinum support experience to all assigned accounts which typically represents a total of $20 million in ACV.
- Independently liaisons with clients, Development, Support, Customer Success, Sales and Product Management teams on complex or chronic issues deciding on and driving timely solutions for customers.
- Partners with Customer Success Managers, Sales, Support Agents, and other internal groups to develop strategic plans to ensure assigned clients have the best overall experience possible with RealPage.
- Personally, coordinates and leads recurring meetings with assigned clients and delivering platinum support team’s best practice insights surrounding their accounts
- Proactively pursues, through individually coordinated and synchronized communications, insights into assigned clients’ needs identifying opportunities to benefit their accounts and keeps RealPage ahead in industry specific and platinum level support best practices
- Personally leverages an advanced understanding of the industry, assigned clients’ portfolio of products, and their business processes and residents to deliver a customized and personalized experience throughout every customer interaction.
- Manages real time solutions while setting and communicating realistic expectations that bolster and retain customer confidence, satisfaction, and continuing relationships
- Identifies any process, training, or product gaps and coordinates with Leadership and other internal teams to ensure identified gaps are reviewed, addressed and resolved
- Troubleshoot and research problems to identify root cause and permanent corrective action measures.
- Independently coordinates and leads meetings and shares reporting with clients discussing open items and identifying opportunities to improve business practices and the overall relationship; fosters a long-term partnership
- Communicates and prepares assigned clients for software updates and releases impacting their product build.
- Be an independent, self-study in learning and achieving SME level proficiency on multiple RealPage products and gaining “Skills Certification” positively impacting assigned clients, accounts and product areas.
- Personally documents all technical information and resolutions accurately and thoroughly, develop and review content for knowledgebase as appropriate.
- Assists in professional development of knowledge in RealPage products and processes by providing direct assistance to peer and associated cross-functional team members as needed or requested
- Perform additional duties as required.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- 6-7 years of Support or Account Management experience and Industry experience with Multi-Family software
- Proficient or demonstrated competency in at least 4 Realpage products
- Ability to facilitate business relationships and effectively support assigned accounts
- Experience delivering/presenting information at the Senior Vice President level and above
- Ability to work with a wide variety of customers and personalities establishing and retaining long-term relationships
- Must be able to effectively communicate with agents, internal departments, clients, and management; strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others
- 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
- Persuasive, encouraging, motivating, and professional personality
- Strong technical and troubleshooting skills (PCs and Internet computing)
- Must demonstrate ability to effectively multi-task, triage workflow requests, and rapidly aid in real-time assigned clients as needed
- Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
- Able to work afterhours on client issues as needed
- Ability to sit or stand for extended periods of time
- Minimum of 30 wpm typing skills
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
- Competent understanding of multi-family industry at both corporate and property level
- Understanding of Software As Service (SAAS) industry and technology (4-5 years’ experience in SaaS)
- Understanding of RealPage products and services is preferred (3+ years’ experience with RealPage products)
- Bachelor’s degree or equivalent combination of education and experience
- Flexible, detailed, and able to successfully accept and adapt to change
- Proven ability to rapidly gain product knowledge and effectively communicate it to customers
- Excellent written and verbal communication skills
- Ability to multi-task and deal with a variety of unrelated issues simultaneously
- Highly energetic and self-motivated
- Technical certifications: specialized technical knowledge related to department; networking, hardware and software resolutions, routing, websites and web applications
