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Customer Success Manager

Company: RealPage
Location: Richardson
Posted on: May 3, 2021

Job Description:

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!

We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.

Come join a team where your work makes an impact every day!

ABOUT THE TEAM

Experience has taught us that when our customers succeed, we succeed. Our Customer Success team is here to assist our Customers in adopting their RealPage products and services and realizing the value of our solutions through consistent and proactive engagement.

WHAT YOU'LL DO

The Customer Success Manager (CSM) provides high-level account and relationship management to assigned low to medium touch Customer accounts with general supervision. The CSM is responsible for supporting the customer relationship, understanding customer goals and objectives, assisting with issue escalation, as well as ensuring Customer revenue retention and growth objectives for RealPage are met. The CSM acts as the primary point of customer contact to drive product adoption, deliver value, ensuring the customer is referenceable, and collaborates with other teams and leadership within RealPage to ensure overall Customer satisfaction.

PRIMARY RESPONSIBILITIES

  • Develop and cultivate relationships with Customer management team through various communication channels including email, phone, conventions, and in-person meetings
  • Understand and drive Customer business goals, objectives, and desired outcomes utilizing system reports, dashboards, and metrics
  • Understand and communicate overall Customer health, including the identification and escalation of at-risk accounts
  • Utilize CRM tools to track customer activities effectively and accurately
  • Identify expansion opportunities for RealPage products and services with assigned Customers
  • Act as an advocate for the customer by working closely with all RealPage teams to ensure their success, while also being a proponent for RealPage
  • Coordinate Customer Business Review meetings on behalf of Product and Sales teams
  • Monitor and ensure Customer receives and perceives value of entire RealPage platform to drive adoption
  • Leverage a high-level understanding of Customer's business to collaborate and support solutions which meet customer needs and expectations
  • Provide timely and helpful information to other RealPage team members across the organization
  • Adhere to responsibilities and processes for monitoring work and measuring results

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 2 years of experience in Multi-family industry or Account Management
  • Bachelor's degreeorequivalent experience and education
  • Proficiency using MS Office applications (Outlook, Word, PowerPoint, and Excel)
  • Strong verbal, written and interpersonal communication skills
  • Experience interacting with mid to senior level Customer management
  • Understanding of business/multifamily operations and reporting
  • Ability to work closely with and to elicit cooperation from a wide variety of sources, including Customers, managers, and other departments
  • Strong documentation and follow-up capabilities
  • Experience managing customer expectations
  • Ability to take ownership of assigned opportunities and issues, as well as the ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
  • Persuasive, encouraging, motivating, and possess a professional presence
  • Physically able to participate in training sessions, presentations, and meetings virtually or in-person
  • Ability to work extended hours as needed (may be required at times)

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • Experience in SaaS industry and technology, with direct experience in software implementations
  • 2 years of experience with RealPage products and services, or other competitive software and services
  • College graduate with a focus on Finance, Real Estate, or other applicable area of study
  • Strong understanding of multi-family industry at both corporate and property level
  • Experience with Customer Relationship Management (CRM) software such as, Salesforce, Gainsight, or other CRM products
  • Aptitude to quickly learn software programs

#LI-DNI

WHAT WE OFFER

At RealPage, we're always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

Keywords: RealPage, Richardson , Customer Success Manager, Other , Richardson, Texas

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