SUMMARY
The Director of Customer Success is responsible for leading a team of Resident Engagement - 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.
- Lead CS initiatives to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
- Lead 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.
- Lead collaboration efforts and projects 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.
QUALIFICATIONS
- Minimum of 8-10 years’ experience in leading customer-facing teams.
- Minimum of 8-10 years’ experience in the multi-family industry.
- Excellent communication and interpersonal skills (high EQ)
- Comfortable communicating with, and presenting to, 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%.
REQUIRED 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.
Physical Demands and Working Conditions
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
May be required to lift or move 10+ pounds.
