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Senior Manager - Customer Success

extra holidays - extra parental leave
Remote: 
Full Remote
Work from: 
Texas (USA), United States

Offer summary

Qualifications:

Minimum 5 years experience in leading customer-facing teams and in the multi-family industry., Bachelor’s Degree., Proficient in Microsoft Office Suite., Understanding of recurring revenue business models and RealPage platform capabilities., Ability to travel up to 25%..

Key responsabilities:

  • Define & execute #RealPage Customer Success strategy.
  • Lead SAMs to deliver customer value & enhance relationship.
  • Drive KPIs: customer sentiment, retention, upsell opportunities.
  • Build strong relationships with key customers and act as escalation point for concerns affecting their business.
  • Keep up-to-date with industry trends, share knowledge, promote a Customer Success mindset.

RealPage, Inc. logo
RealPage, Inc. Large https://www.realpage.com/
5001 - 10000 Employees
See all jobs

Job description

Summary

The Senior Manager is responsible for leading a team of Solution Account Managers (SAMs), with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and exceptional analytical thinker. The right candidate is truly passionate about customer success, possess exceptional leadership skills, and have a strong understanding of the multi-family industry.

Primary Responsibilities

  • Partner with Customer Success (CS) leadership to define & execute on our RealPage Customer Success strategy.
  • Define processes to plan, prioritize, execute, and measure success of CS initiatives.
  • Lead SAMs in the creation and delivery of customer value through regular customer touchpoints, performance review, and solution review conversations, that align to defined customer business goals/objectives and drive mutually agreed upon ROI benefits.
  • Partner with other CS leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
  • Drive and measure key customer success metrics, such as customer sentiment, customer retention rates, upsell/expansion opportunities, and develop strategies to improve these metrics.
  • Establish strong relationships with key customers and serve as an escalation point for customer concerns impacting their business.
  • Develop a comprehensive understanding of RealPage platform capabilities to maximize business value creation and drive outcomes for our customers.
  • Collaborate with product team(s) to ensure customer feedback is incorporated into product development and roadmap planning.
  • Keep up to date with industry trends and best practices and share this knowledge with the team to continuously improve our customer success function.
  • Inspire and promote a Customer Success mindset across the organization.



Required Knowledge/Skills/Abilities

  • Minimum of 5 years’ experience in leading customer-facing teams.
  • Minimum of 5 years’ experience in the multi-family industry.
  • Excellent communication and interpersonal skills (high EQ)
  • Comfortable working with all levels of the RealPage organization, including C-Level.
  • Demonstrated understanding of value-drivers in recurring revenue business models.
  • Excellent time management, organization, and communication skills (both verbal and written).
  • Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint.
  • Experience building strong, long-term relationships with senior/executive level key customer stakeholders through proactive and constant communication anticipating needs and supporting them through a tailored approach.
  • Physically able to participate in training sessions, presentations, meetings, and customer and industry conferences.
  • Ability to work extended hours as needed (may be required at times).
  • Bachelor’s Degree.
  • Ability to travel up to 25%.



Prefered Knowledge/Skills/Abilities

  • Strong knowledge of RealPage products and services is preferred (5+ years’ experience with RealPage products), with a focus on Renter Engagement Product Suite.
  • Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to fraud prevention/screening.
  • Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to payment processing.
  • Demonstrated knowledge of key compliance and regulatory variables in SaaS products as it relates to multi-family insurance products and services.
  • Extensive understanding of SaaS industry and technology (7+ years’ experience with SaaS).
  • General experience with Customer Relationship Management (CRM) software such as Salesforce.
  • Aptitude to learn complex software programs.

Required profile

Experience

Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SalesforceHealthcare Industry KnowledgeSubscription Business ModelsCognitive Strategies

Other Skills

  • Verbal Communication Skills
  • Time Management
  • Emotional Intelligence
  • Microsoft Office
  • Leadership
  • Relationship Building
  • Customer Service
Are you interested?

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