SUMMARY
The Account Manager II is an integral position within the organization working closely with Implementations, Sales and Operations. The Account Manager is responsible for client relationship building, understanding client goals and objectives, corporate communication of account status, assisting with client escalations, and ensuring client revenue, retention and growth. The Account Manager II will anticipate and communicate customer needs and identify barriers while prioritizing organizational goals and initiatives.
PRIMARY RESPONSIBILITIES
- Strategically manage assigned customers to ensure superior customer experience and profitable partnerships
- Comfortably communicate with and present to VP & C-Suite executives, navigating through multiple decision makers in large complex organizations
- Attentively listen to customers and understand the need; ability to adjust messaging to fit the audience
- Leverage strong analysis/critical thinking capabilities to demonstrate ROI and find a way to “yes”
- Maintain a high volume of activity including emails, calls and meetings
- Facilitate periodic (weekly, monthly, semi-annually) meetings with assigned customer personnel to understand customer satisfaction, use of product, fee structure, and opportunities to increase program adoption including the use of additional RealPage products.
- Create and deliver Solution Reviews for assigned customers
- Identify areas within RealPage where process improvements will streamline functional areas and improve the customer experience
- Work cooperatively with others across the organization to achieve shared objectives
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Account Management professional fluent with technologies with a minimum of 2 years of experience and a bachelor’s degree with a focus on Business, Marketing, Real Estate, or other applicable area of study
- Demonstrated ability to work independently, and take initiative
- Demonstrated analytical and problem-solving skills
- Ability to manage multiple projects simultaneously, while meeting regular deadlines
- Excellent verbal and written communication skills for effective interface with all levels of the organization as well as with clients
- Experience in and an understanding of HOA, multi-family industry and at both corporate and property level
- Strong persuasion skills/ability to overcome objections from a wide variety of customers and personalities
- Comfortable in consultative sales/upsell situations
- Goal, metric and results-oriented, with a strong sense of responsibility, accountability, and enthusiasm
- Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
- Bachelor’s Degree in business, related field or equivalent.
- 2 -4 years of experience in the HOA or property management industry.
- Understanding of SaaS industry and technology (2-3 years’ experience in SaaS)
- Understanding of RealPage products and services (1-2 years’ experience with RealPage products)
- RealPage software experience preferred
- Knowledge of Account Management and Customer Success practices
- Experience with Customer Relationship Management (CRM) software such as, Salesforce
