SUMMARY
The Customer Success Solution Account Manager (SAM) will work closely with the extended RealPage teams to build and execute the overall account strategy for our customers. The SAM will suggest best practices to align with customer goals, develop an in-depth understanding of the customer's business objectives/challenges, and identify corresponding RealPage offerings both within their product business unit and across other RealPage business units to achieve our customer’s operational efficiencies, increase profitability, and return on investment.
Having wide-ranging experience, uses professional concepts and company objectives to address complex product opportunities in creative and effective ways.
PRIMARY RESPONSIBILITIES
- Work on complex issues and opportunities where analysis of situations or data requires an in-depth evaluation of variable factors.
- Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
- Networks with key contacts outside own area of expertise
- Engage customers proactively on platform adoption leveraging product usage metrics and data analysis.
- Become a trusted advisor and expert on multiple RealPage product platforms for our customers to provide a deep level of product knowledge with the ability to articulate market trends and the value of RealPage to develop new business opportunities.
- Understand and drive customer business, goals, objectives, and desired outcomes utilizing platform reporting, dashboards, and metrics.
- Facilitate discovery discussions with customers regarding product use cases and adoption opportunities.
- Ensure customer receives and perceives value of assigned RealPage products to drive adoption.
- Deliver platform Solution Reviews to assigned customers focused on strategic business objectives which will drive revenue and return on investment.
- Serve as internal Subject Matter Expert (SME) on RealPage product platform for associated business unit(s).
- Work closely with Customer Success Manager(s), Sales, and Product Management teams to identify expansion opportunities for assigned RealPage product and services for customers.
- Understand and communicate overall customer health, including the identification and escalation of complex product issues for at-risk accounts to RealPage leadership.
- Utilize and provide feedback on best practices related to CRM tools in order track customer activities effectively and accurately.
- Participate in RealPage, industry, and customer events.
QUALIFICATIONS
- Bachelor’s Degree or equivalent experience.
- Minimum of 8 years’ experience in the multi-family industry with RealPage products, and/or equivalent years’ experience in customer facing role(s).
- Experience with Customer Relationship Management (CRM) software such as, Salesforce, Gainsight, or other CRM products
- Licensed Insurance Agent in Property or Casualty
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel)
- World class presentation skills; feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical
- Can tie 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 roll-out plan(s)
- High level of customer empathy
- Empowered to take accountability for product performance.
- 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 these solutions to their team and executives.
- 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.
- Ability to travel up to 25%
