Manager, Client Services job – RealPage – Costa Mesa, CA

Manager, Client Services

RealPage

57 reviews


Costa Mesa, CA

This position will be responsible for directly managing both the Property Services Representatives and Senior Account Managers that own high profile Portfolio relationships. This specific Client base has significant value, and often presents major upside

potential for future growth by adding additional RealPage products and services, or future through property acquisitions away from our competitors.

This position provides key leadership and support to a highly talented and industry experienced team that are either based remotely with close proximity to their assigned accounts or Ann Arbor, MI. They have responsibility for managing their Clients recovery,

collections, renewals and retention expectations, as well as driving future growth by reinforcing our value proposition. Above all they maintain the Clients overall customer satisfaction and are key to our organization.

PRIMARY RESPONSIBILITIES

Responsibilities for this position include but are not limited to the following:

Support

  • Responsible for managing department responsibilities to support ongoing production, including on-time resolution of assigned escalations, variances, approvals and reviews as required
  • Responsible for achievement of weekly and monthly department KPI’s and publishing supporting reporting to business leadership team
  • Provides team support, for all aspects of the client relationship, balancing the needs between our company revenue projections, as well as Client recovery objectives.
  • Responsible for the overall client satisfaction and retention for the Team’s assigned Accounts.
  • Acts as a challenger, continually mentoring the team to achieve higher results.
  • Able to proactively identify additional products or services that offer value added solutions for each Portfolio.
  • Stays current with our product and service offerings, being able to effectively articulate the value proposition of each product line.
  • Able to facilitate technical discussions that clearly articulate our company’s technology capabilities.
  • Ensures the team is preforming formal Account Reviews, minimally on an annual basis, if not more frequently to continually assess the performance delivery of implemented products and services.
  • Assists with ensuring customer expectations are aligned correctly to match our company capabilities.
  • Acts as a single point of contact for escalations either for his/her own direct reports or corporate level contacts, closely monitoring sensitive points of risk or client dissatisfaction.
  • Able to facilitate problem escalation and resolution at the Portfolio level.
  • Maintain professionalism, diplomacy, sensitivity, and tact to portray the company in a positive manner.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • BA Degree or equivalent combination of education and experience.
  • 3 to 5 years of experience in Account Management at the senior relationship level.
  • Experienced in selling to senior management; ability to upgrade and deal major businesses.
  • Experience in multifamily housing, billing, utilities, or energy management preferred.
  • Ability to develop and motivate a high performing team through strong leadership and management skills.
  • Develops creative solutions to help the team meet performance objectives and keep Client satisfaction levels high.
  • Ability to develop and deliver high quality presentations in person and over the phone.
  • Ability to effectively discuss company-offered products and services, including technical solutions to existing client base.
  • Ability to understand the “audience” (customers) profiles early-on; prepare, communicate, & present to “audience” accordingly.
  • Ability to listen, understand and communicate customer needs and expectations.
  • Ability to adopt a consultative approach in recommending other company products or services that address the Clients additional business needs, to reduce cost or eliminate manual in-house work.
  • Display exceptional customer service with a focus on strong relationship-building with executive level clients to enable long term growth and partnerships within existing accounts
  • Project management skills with the ability to drive new product implementations to successful completion.
  • Ability to develop strategies and plans, and then drive those to completion from a customer facing perspective.
  • Superior verbal and written communication skills.
  • Strong problem solving and analytical skills.
  • Strong decision-making skills.
  • Strong ability to plan, organize and manage multiple projects/assignments at one time.
  • Advanced computer skills – MS Office Excel, PowerPoint, Visio, Project, Word, SharePoint and Outlook.
  • Strong working knowledge of Microsoft CRM Dynamics.
  • Ability to influence and lead others.
  • Detail-oriented.
  • Ability to travel up to 35% of the time.
  • Must be able to work in a fast-paced environment, often unsupervised.

DESIRED BUT NOT REQUIRED

  • Formal training in Project Management.
  • Experience with Microsoft Project and other project management tools.
  • Experience in the multifamily and/or billing industry.
  • Prior Property Management experience, either onsite or corporate.
  • Prior working knowledge of Property Management Software (PMS) systems.

57 reviews

RealPage touts its software as a real asset to real estate managers. The company’s on-demand software platform is designed to make the…

About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

Leave a Reply

Your email address will not be published. Required fields are marked *