Account Mgr III, Product

Overview

The Customer Success Solution Account Manager III will work closely with the extended Real Page teams to build and execute the overall account strategy for our customers. The Solution Account Manager III will suggest best practices to align with customer goals, develop an in-depth understanding of the customer's business objectives/challenges, and identify corresponding Real Page offerings both within their product business unit and across other Real Page business units to achieve our customer’s operational efficiencies, increase profitability, and return on investment.

A seasoned, experienced professional with a full understanding of the product area of specialization; assists with a wide range of product opportunities in creative ways.

• Works on product specific issues and opportunities of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Networks with senior internal and external personnel, mainly in own area of expertise.
• Engage customers proactively on platform adoption leveraging product usage metrics and data analysis.
• Become a trusted advisor and expert on multiple Real Page product platforms for our customers to provide a deep level of product knowledge with the ability to articulate market trends and the value of Real Page to develop new business opportunities.
• Understand and drive customer business, goals, objectives, and desired outcomes utilizing platform reporting, dashboards, and metrics.
• Facilitate discovery discussions with customers regarding product use cases and adoption opportunities.
• Ensure customer receives and perceives value of assigned Real Page products to drive adoption.
• Deliver platform Solution Reviews to assigned customers focused on strategic business objectives which will drive revenue and return on investment.
• Serve as internal Subject Matter Expert (SME) on Real Page product platform for associated business unit(s).
• Work closely with Customer Success Manager(s), Sales, and Product Management teams to identify expansion opportunities for assigned Real Page product and services for customers.
• Understand and communicate overall customer health, including the identification and escalation of complex product issues for at‑risk accounts to Real Page leadership.
• Utilize and provide feedback on best practices related to CRM tools in order track customer activities effectively and accurately.
• Participate in Real Page, industry, and customer events.

• Bachelor’s Degree or equivalent experience.
• Minimum of 5 years’ experience in the multi-family industry with Real Page products.
• Minimum of 5 years’ experience in customer facing role(s).
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, and Excel)
• World class presentation skills; feel comfortable leading presentations and demos of our platform to large groups, both technical and non-technical
• Can tie business problems to technical solutions and understand technology and data value propositions.
• Can easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people.
• Ability to personally deliver customer onboarding program and strategic roll‑out plan(s)
• High level of customer empathy
• Empowered to take accountability for product performance.
• Partner with customers to understand their current and future business goals and challenges and translate that into people, product, and process strategies.
• Work across the customer’s business org to communicate the value of these solutions to their team and executives.
• Understanding of business/multifamily operations and reporting.
• Experience in SaaS implementations and operational improvement initiatives.
• Ability to work closely with and to elicit cooperation from a wide variety of sources, including senior management, customers, and other departments.
• Exceptional documentation and follow‑up capabilities, as well as the ability to understand and manage customer expectations.
• Ability to take ownership of assigned opportunities and issues, as well as the ability to address and resolve all…