SUMMARY
The Solutions Account Manager provides high-level account and relationship management to customers using the products and services for the SAMs assigned product family. The SAM acts as the primary point of contact supporting growth, retention, engagement, and maintaining high customer satisfaction levels related to their assigned product business unit. The SAM is responsible for managing the customer relationship, understanding customer goals and objectives, driving best practices for RealPage products assisting with issue escalation and resolution, as well as ensuring customer revenue retention and growth.
PRIMARY RESPONSIBILITIES
- Gain insight into customer needs through proactive communication and identifying opportunities which benefit the customer
- Demonstrate effective communication in a variety of settings: one-on-one, small and large groups, or among diverse styles and position levels.
- Attentively listen to others and the ability to adjust to fit the audience and the message
- Understands our customer’s business and collaborates on and supports solutions which meet customer expectations
- Establishes and maintains effective customer relationships which foster a long-term partnership
- Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions
- Follows through on commitments and makes sure others do the same
- Acts with a clear sense of ownership
- Takes personal responsibility for decisions, actions, and failures
- Establishes clear responsibilities and processes for monitoring work and measuring results. Designs feedback loops into work
- Works cooperatively with others across the organization to achieve shared objectives
- Represents own interests while being fair to others and their areas of responsibility
- Partners with others to accomplish customer and company objectives
- Credits others for their contributions and accomplishments
- Gains trust and support of others
- Responsible for overseeing client utilization, adoption, and performance of assigned product category.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Multi-family industry or Account Management professional with 5+ years of experience, or a recent college graduate with a focus on Finance, Real Estate, or other applicable area of study. Proptech background is highly preferred!
- Ability to facilitate business relationships and effectively support assigned accounts
- Ability to work with a wide variety of customers and personalities
- Outstanding documentation and follow-up capabilities
- Ability to understand and manage customer expectations
- Ability to work closely with all levels of the organization and to elicit cooperation from a wide variety of sources, including senior management, customers and other departments
- 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
- Strong written and verbal communication skills
- Persuasive, encouraging, motivating, and professional personality
- Physically able to participate in training sessions, presentations, and meetings
- Ability to work extended hours as needed (may be required at times)
- Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint
- Bachelor’s Degree
- Ability to travel up to 25%
PREFERED KNOWLEDGE/SKILLS/ABILITIES
- Understanding of multi-family industry and at both corporate and property level
- Understanding of SaaS industry and technology (1-2 years’ experience in SaaS)
- Understanding of RealPage products and services is preferred (1-2 years’ experience with RealPage products)
- Knowledge of Account Management and Customer Success practices
- Experience with Customer Relationship Management (CRM) software such as, Salesforce
- Aptitude to learn software programs
