Multifamily Ancillary Services Product Specialist

Multifamily Ancillary Services Product Specialist

Job Description Summary The Multifamily Ancillary Services Product Specialist is a technology resource supporting the Ancillary Technology team. The primary focus of this position is the management of technology solutions driving adoption, proactive intervention, and internal consultancy. Team members need to effectively coordinate with the vendor, Ancillary Services and Operations leadership to meet department/client needs.

• Adoption - drive utilization of assigned ancillary technology products across property and corporate teams; monitor engagement data, identify gaps, and partner with Operations leadership on site-level adoption plans.
• Best Practice Guidance - develop and maintain standard operating procedures, workflows, and job aids; advise teams on how to use each platform to its full capability and align usage across the portfolio.
• SME Support - act as subject matter expert and primary escalation point for assigned products; resolve user questions and coordinate with vendor support on issues requiring vendor action.
• Proactive Intervention - review usage and performance reporting to identify underperforming sites or workflows, and intervene with targeted outreach, retraining, or configuration changes before issues escalated.
• AI Enablement - support the evaluation, configuration, and rollout of AI-driven leasing and resident engagement tools; monitor conversation quality, escalation handling, and response accuracy, and partner with vendors on tuning and guardrails.
• Partner with L&D to develop resources and training that ensure teams have current and accurate product knowledge, including onboarding materials, refresher sessions, and release-specific communications.
• Lead configuration, validation, and rollout of new ancillary technology products and feature releases across the portfolio.
• Support property and corporate teams through platform migrations, upgrades, and workflow optimization initiatives.
• Support vendor release testing, validation, release communications, and training rollout.
• Track open vendor tickets and escalations through resolution and monitor vendor performance against contracted service levels.
• Document best practices, technical procedures, and training materials.
• Collaborate with Product Managers and Ancillary Services leadership to support adoption and ancillary revenue growth initiatives.
• Gather field feedback on product enhancements, operational needs, and emerging technology trends, and channel it to the vendor and Product Managers.
• Serve as a trusted internal consultant and technical adviser to Operations and corporate stakeholders.
• Provide support on additional tasks and projects as required.

• 2-3 years of experience supporting property technology platforms such as Yardi Rent Cafe, Real Page Suite, EliseAI, Knock, or Happy Co. Additional technology solutions may require support as business needs evolve.
• Strong knowledge of Microsoft Excel, including formulas, pivot tables, and data analysis tools.
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical property and corporate audiences.
• Experience delivering training or user support to distributed field teams.
• Ability to manage multiple platforms and competing priorities in a fast-paced environment.

• Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.

In addition to a comprehensive benefits…