SUMMARY
The Customer Success Manager engages regularly with high-value customer accounts, providing relationship management that drives value outcomes. The Customer Success Manager comprehensively understands their customers’ business objectives and challenges. As part of their regular customer engagement, the Customer Success Manager will suggest best practices and RealPage offerings that will drive value and help the customer achieve their business goals. They coordinate various RealPage team members to develop a long-term customer-specific plan that aligns with the customer’s goals, increases customer engagement and success, and improves the customer experience with our products and partnership.
They monitor the progress of the plan and regularly communicates with their customers to ensure verified outcomes are achieved that positively impact the customer’s business.
PRIMARY RESPONSIBILITIES
- Effectively communicate with customers to understand their needs, provide timely updates, and ensure clarity on solutions and services.
- Develop and deliver clear, concise, and compelling presentations, reports, and documentation to internal teams and senior leadership stakeholders to ensure alignment and transparency.
- Understand customer’s business goals and establish a RealPage wide customer plan that aligns RealPage work to agreed to joint initiatives that will drive verified outcomes for our customers.
- Deeply understand the customer’s business environment and identify appropriate opportunities for products/services that will drive customer’s desired business outcomes.
- Works with cross functional teams, including Sales, Product, Delivery, Support, and Marketing to ensure a cohesive customer experience.
- Coordinate efforts to address customer needs, share insights, and implement best practices, fostering a culture of teamwork and continuous improvement.
- Drive innovation by identifying opportunities for process improvements and new solutions that enhance the customer experience.
- Champion the adoption of cutting-edge tools and technologies, and contribute to the development of strategies that deliver long-term value and competitive advantage for customers.
- Effectively develop and maintain strong relationships with key stakeholders, leveraging influence and negotiation skills to advocate for customer needs, drive adoption of solutions, and ensure mutual success.
- Proactively address concerns, mediate conflicts, and negotiate favorable outcomes that align with both customer objectives and company goals.
- Document outreach, issues, and feedback in CRM system to capture interaction and ensure most accurate customer data and insight is tracked.
- Demonstrates sound judgement and effective decision making.
QUALIFICATIONS
- Bachelor's degree or equivalent experience.
- 5+ years of experience in customer success management, relationship management, account management, multi-family management or operations role with customer interactions, or business development.
- Experience with providing superior customer experience that exceeds expectation. Customer centric mindset.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Must be organized, have good time management skills.
- Demonstrates customer-centric mindset and has understanding of customer success principles.
- Experience using customer insights to identify opportunities for mutual success and drive outcomes.
- Experience with customer outreach with a variety of channels including phone, email and online.
- Experience with Salesforce or other comparable Customer Relationship Management system.
- Mastery of Microsoft Office products (Word, Excel, PowerPoint, Teams, Outlook, etc)
- Excellent written, verbal, presentation, and interpersonal communication skills.
- Self-starter with demonstrated performance drive and execution, and proven ability to consistently meet and exceed objectives and take on more responsibility as time permits.
- Ability to learn quickly, adapt to new situations.
- Strong problem-solving skills and effective decision-making skills.
- Proven experience working in a collaborative team environment.
- Demonstrated creativity, forward-thinking, and the ability to implement new ideas that enhance customer satisfaction and success.
- Strong conflict resolution capabilities, works out tough agreements and settles disputes equitably, settles differences in productive ways with minimum noise.
- Keeps up with industry insights and uses knowledge to guide actions.
- Effectively influences and negotiates, advocating for customer needs, driving adoption of solutions, and ensuring mutual success.
Physical Demands and Working Conditions
- Physically able to participate in training sessions, presentations, meetings, as needed
- Ability to work extended hours as needed (may be required at times)
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
May be required to lift or move 10+ pounds.
