Director I - Solution Account Management

RealPage, Inc. • Richardson, TX

7d • $121,000 - $206,000 • Onsite

About The Position

The Director, Solution Account Management is responsible for leading a team of 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, possesses exceptional leadership skills, and has a strong understanding of the multi-family industry.

Requirements

• Bachelor’s Degree
• Extensive understanding of SaaS industry and technology (9+ years’ experience with SaaS)
• Minimum of 7 years’ experience in leading customer-facing teams.
• Desired 5 years’ experience in the multi-family industry.
• Ability to work extended hours as needed (may be required at times).
• Ability to travel up to 10%.
• Strong knowledge of RealPage products and services is preferred (5+ years’ experience with RealPage products).
• Excellent communication and interpersonal skills (high EQ)
• General experience with Customer Relationship Management (CRM) software such as Salesforce.
• Comfortable working with 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.
• Aptitude to learn complex software programs.

Responsibilities

• Partner with Customer Success (CS) leadership to define & execute on our RealPage Customer Success strategy, specifically in product adoption and retention.
• Define processes to plan, prioritize, execute, and measure success of SAM initiatives.
• Coach, mentor, and develop a team of SAMs at various experience levels, manage the relationships of our customers throughout the customer lifecycle.
• Set expectations, provide goals, and manage priorities for direct reports to contribute to team objectives.
• Lead SAMs in the creation and delivery of joint objectives with customer stakeholders to define business outcomes with mutually agreed upon ROI benefits.
• Ensure team manages customer health effectively through our CHE process and risk mitigation plans.
• Provide coaching opportunities to further develop the team’s skillset.
• Partner with other CS & SAM leaders to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success.
• Drive 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.
• Serve as a key collaborator 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.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees