Solution Account Manager - Resident Engagement

G5 - Richardson, TX

Full-time - Mid Level

Remote - Richardson, TX

Insurance Carriers and Related Activities

About the position

The Customer Success Solution Account Manager (SAM) is responsible for developing and executing account strategies for RealPage's customers, focusing on enhancing platform adoption and ensuring customer satisfaction. The SAM acts as a trusted advisor, leveraging product knowledge and data analysis to align RealPage offerings with customer goals, ultimately driving operational efficiencies and profitability.

Responsibilities

• Engage customers proactively on platform adoption leveraging product usage metrics and data analysis.
• Become a trusted advisor and expert on RealPage's Resident Experience product platform(s).
• Work on complex issues and opportunities requiring in-depth evaluation of variable factors.
• Network with key contacts outside own area of expertise.
• Facilitate discovery discussions with customers regarding product use cases and adoption opportunities.
• Ensure customer receives and perceives value of assigned RealPage products to drive adoption.
• Deliver platform Solution Reviews to assigned customers focused on strategic business objectives.
• Serve as internal Subject Matter Expert (SME) on RealPage product platform for associated business unit(s).
• Work closely with Customer Success Manager(s), Sales, and Product Management teams to identify expansion opportunities.
• Understand and communicate overall customer health, including the identification and escalation of complex product issues for at-risk accounts.
• Utilize and provide feedback on best practices related to CRM tools to track customer activities effectively.
• Participate in RealPage, industry, and customer events.

Requirements

• Bachelor's Degree or equivalent experience.
• Minimum of 4 years' experience in the multi-family industry with RealPage products.
• Minimum of 4 years' experience in customer facing role(s).
• Property & Casualty Insurance License (or ability to obtain within 30 days of hiring).
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel).
• World class presentation skills; comfortable leading presentations and demos to large groups.
• Ability to tie business problems to technical solutions and understand technology and data value propositions.
• Ability to relate complicated concepts to non-technical people and speak to highly technical people.
• Ability to deliver customer onboarding program and strategic roll-out plans.
• High level of customer empathy.
• Empowered to take accountability for product performance.
• Ability to partner with customers to understand their business goals and challenges.
• Understanding of business/multifamily operations and reporting.
• Experience in SaaS implementations and operational improvement initiatives.
• Exceptional documentation and follow-up capabilities.

Nice-to-haves

• Product Offering - Screening
• Product Offering - Leasing, Leads, LTL
• Product Offering - Payments
• Product Offering - Living
• Product Offering - Insurance
• Data Analysis

Benefits

• Remote work flexibility
• Professional development opportunities
• Health insurance coverage
• 401k retirement plan