Customer Success Manager III

RealPage - Richardson, TX (30+ days ago)3.4


The RealPage CSM is an integral position within the organization, working closely with Sales, Product Support, Finance, Product Management and Executive staff. The CSMIII is responsible for relationship management, corporate communication of account status, issues escalation and revenue retention and growth. Ability to communicate national accounts needs while prioritizing with organizational goals and initiatives.

PRIMARY RESPONSIBILITIES:
  • Provide primary customer contact for National Accounts or National Account Representatives’ territory accounts
  • Report account status to NAR and management in the form of a weekly NAM account review and staff meeting
  • Provide marketplace feedback and competitive intelligence to internal groups to improve and enhance product offerings
  • Analyze trends and troubleshoot changes in performance to ensure clients achieve optimal ROI
  • Work closely with multiple RealPage departments to ensure MLA obligations are met as well as compliance with customer Service Level Specifications and Availability performance of on-demand products
  • Develop methods of account management that allow for continuous improvement in customer satisfaction
  • Work closely with Sales and Finance on issues regarding credit status and accounts receivables
  • Make minimum quarterly on-site visits to key customers and initiate other interaction with appropriate phone calls and correspondence as necessary
  • Establishes and builds strong customer relationships over time that allow for continuity, and ongoing representation reinforced by communications to other relevant company functions/divisions
  • Assist in identifying revenue opportunities within the framework of the organization-wide strategy
  • Grow business by anticipating customer needs and providing a high level of customer service
  • Coordination of RealPage services including data conversion and training
  • Identify areas within RealPage where process improvement could streamline functions and improve the customer experience
REQUIRED KNOWLEDGE/SKILLS/ABILITIES:
  • Property management industry experience both corporate and property level is required
  • Property management software knowledge (by use or working for a PM software company) is required • On demand product understanding and experience is highly recommended
  • Project management experience is highly recommended
  • Demonstrated success in account relationship management with proven ability to retain and grow accounts
  • Excellent verbal and written communication skills
  • Demonstrated outstanding customer contact at all levels within the customer’s organization
  • Demonstrated ability to lead, work independently and take initiative
  • Outstanding project management, follow-through and attention to details required
  • Effectively interface with all levels and departments within the RPI organization
  • Ability to communicate accounts needs while prioritizing with organizational goals and initiatives.
  • Professional, outgoing, energetic personality with excellent interpersonal and presentation skills
  • Ability to understand customers and supplier’s business to provide a competitive advantage
  • Must be able to handle multiple priorities and work with multiple accounts to ensure solutions
  • Ability to travel quarterly