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Requisition Number 19-0800
Post Date 8/5/2019
Title Customer Success Advocate
Job Family Account Management
Location NJ - Hackensack
Description

The CSM II works closely with customer personnel (executives, management, application specialists, and other personnel) as well as RealPage personnel across the organization (executives, product account management staff, product implementation teams, Support, Accounts Receivable, and Sales). The CSM II is responsible for understanding RealPage internal operations and maintaining a high-level knowledge of RealPage products, interdependencies and implementation requirements. The ability to anticipate and communicate customer needs and identify customer barriers while prioritizing organizational goals and initiatives is an integral part of this leadership position.

PRIMARY RESPONSIBILITIES

  • Act as primary point of customer contact for assigned accounts
  • Establish and build strong customer relationships that allow for open communication and trust
  • Coordinate the resolution of customer issues and Service Requests for assigned customers
  • Facilitate periodic (weekly, monthly, semi-annually) conference calls with customer personnel to understand customer satisfaction, use of RealPage products, open issues and opportunities for additional RealPage products
  • Work closely with RealPage departments to coordinate customer needs, resolve issues and ensure customer satisfaction Work closely with Sales and Finance on issues regarding renewals, credit status, accounts receivables and collections
  • Assist with periodic Customer Business Reviews (CBRs) for assigned customers as appropriate
  • Grow business by anticipating customer needs and providing a high level of customer service Identify areas within RealPage where process improvements will streamline functional areas and improve the customer experience

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • The ideal candidate will have either a minimum of 8 years in account relationship management with proven ability to retain and grow accounts or a minimum of 8 years of industry experience on the property management client side
  • Demonstrated outstanding customer relationships at all levels within the customer’s organization
  • Prefer understanding of property management industry experience at both corporate and property level Prefer understanding of SaaS industry and technology (2-4 years experience in SaaS)
  • Understanding of RealPage products and services is preferred (2-4 years experience with RealPage products)
  • Ability to work with a wide variety customers and personalities
  • Outstanding documentation and follow-up capabilities required
  • 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 upper management, customers and other departments
  • Ability to take ownership of assigned customers
  • Ability to recognize and escalate issues and risks as deemed necessary
  • Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner
  • Strong written and verbal communication skills Strong and consistent leadership skills
  • Strong interpersonal skills Persuasive, encouraging, motivating, and friendly personality Physically able to participate in training sessions, presentations, and meetings
  • Ability to work extended hours as needed (may be required)
  • Ability to travel as required by customer (typically 20% to 30% nationwide)
  • Bachelors Degree required

 

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