Customer Success Manager III - Investment Management Job Category: Sales & Customer Success
Requisition Number: CUSTO005321
Posted: July 2, 2024
Employment Type: Full-Time
Locations Showing 1 location
The Customer Success Manager III (CSM III) will leverage real estate industry expertise and in-depth RealPage Investment Management solutions knowledge/thought leadership to connect customer business objectives to the functional capabilities of our products and solutions. You will drive collaboration across teams to boost customer lifetime value, improve retention, increase satisfaction, and build trust. This role will be responsible for short-term customer success engagement to ensure customers who are experiencing challenges with value-realization are receiving the necessary assistance to successfully achieve their outcomes and improve their experience.
PRIMARY RESPONSIBILITIES Preemptively spot patterns to improve the organizational usage and adoption of RealPage Investment Management products and servicesEngage with product and engineering teams to translate customer feedback into product requirementsSpread and scale strategic learnings, operational efficiencies, and industry insights across Customer Success and the broader RealPage organizationUtilize CRM tools to track customer activities effectively and accuratelyLead the preparation and delivery of customer business review meetingsUnderstand and communicate overall customer health, including the identification and escalation of at-risk accountsSupport the establishment of clear responsibilities and processes for monitoring work and measuring resultsBuild, own, and drive the customer engagement plan through execution and engagement for the customerREQUIRED SKILLS/KNOWLEDGE/ABILITIES Minimum of 5 years of experience in real estate, preferably Commercial Real Estate.High proficiency in MS Office Suite (Outlook, Word, PowerPoint, and Excel)Strong presentation skills; comfortable leading presentations and demonstrations of our platform to large groups, both technical and non-technicalCan connect business problems to technical solutions and understand technology and data value propositionsHigh level of customer empathyAbility to partner with customers to understand their current and future business goals and challenges and translate that into people, product, and process strategiesWork across the customer's business org to communicate the value of RealPage solutions to their team and executivesStrong understanding of the real estate industry, terms and key performance metricsExperience in SaaS implementations and operational improvement initiativesAbility to work closely with and to elicit cooperation from a wide variety of sources, including senior management, customers, and other departmentsExceptional documentation and follow-up capabilities, as well as the ability to understand and manage customer expectationsAbility to travel on a limited basis for customer meetings and industry events
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