Manager, Customer Sales

Cardinal Group Companies•Denver, CO

4d•Hybrid

About The Position

As a Customer Sales Manager (CSM), you’ll join Cardinal’s Centralized Services department (CX3) to support and manage a team of Customer Sales Specialists (CSS), focused on all aspects of the leasing process across multiple contracted communities. You’ll help ensure consistent, quality sales service for assigned communities, with your team of Sales Specialists handling lead management, lead nurturing, tour scheduling, follow-ups, and management of our AI leasing tools including AI Renewals and our call center. You’ll partner with our Director of Centralized Leasing and Associate Director of Centralized Leasing on enhancements to our leasing platform and participate in the creation of new standard operating procedures (SOPs) and processes to reflect the work of your sales team in the new, centralized Cardinal Way of Leasing. Along the way, you’ll participate in industry-leading conversations about centralized support and help explore new tools, processes, and automation to help build our leasing process of the future. This role is part of Cardinal Group’s new centralized services team and work may be performed remotely or at our HQ office in Denver, CO. Although your role may be remote and reports to the centralized services leadership team, you will work closely with team members to provide consistently excellent customer service to our future and current residential customers.

Requirements

A high school diploma or GED equivalent is required
Maintains a consistent level of professional customer service.
Excellent written communication skills, especially short form for easily digestible with pointed, relevant information
Demonstrated ability to pay close attention to details and perform tasks with consistent accuracy
Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
Ability to embody the Cardinal Culture and Cardinal Core Values every day.

Nice To Haves

3 - 5 years of experience in property management
2 - 5 years of community manager experience
2 - 5 years of experience leading 4+ team members on-site or remotely.
a bachelor’s degree preferred
Working knowledge of Yardi, Entrata, Realpage, and Knock is preferred.

Responsibilities

Manage the leasing process for a team of 5-6 Customer Sales Specialists, acting as the subject matter expert for each community and their workflow to ensure consistent, high-quality support across conventional, student housing, build-to-rent, and affordable housing communities.
Monitor team performance using data from AI platforms and property management software to track key performance indicators (KPIs), identify coaching opportunities, and drive continuous improvement and operational excellence.
Demonstrate advanced communication skills by proactively collaborating with Cardinal leaders to drive performance improvements, while confidently handling tough conversations with Customer Sales Specialists (CSS) and upper leadership to address challenges and enhance team efficiency.
Adapt quickly and enthusiastically to departmental process changes, demonstrating flexibility and a positive attitude when working with AI partners and operations teams to pivot rapidly in response to evolving needs and challenges.
Analyze community performance through data-driven insights to guide the strategic direction of the Customer Sales Specialist team, ensuring alignment with organizational goals.
Prepare and communicate monthly performance reports for Portfolio Sales & Marketing Managers (PSMs), Portfolio Managers (PMs), and the Centralized Leasing leadership team.
Foster strong relationships with Sales & Marketing and other key stakeholders to ensure centralized leasing efforts align with portfolio goals and objectives, while actively engaging with department leaders to drive performance improvements and enhance team efficiency.
Identify and communicate to CX3 leadership areas for improvement to workflow processes, centralized leasing tools, AI platforms, call center systems, and property management software to optimize performance.
Collaborate with the CX3 Data Analyst to ensure reports meet the needs of CX3 and onsite teams, providing stakeholders with insights on Customer Sales Specialist activities and progress toward shared goals.
Partner with the CX3 Client Success Manager to support new or transitioning communities, including onboarding communications, training, and AI tool implementation.
Foster cross-department collaboration between Customer Sales Specialists, onsite teams, and operational leadership to improve communication and strengthen partnerships.
Identify strategic opportunities for department scaling, standardization, and innovation to lessen the burden on onsite teams and increase the value of assigned assets.
Participate in pitch meetings for internal stakeholders to advocate for centralized leasing services and support change management efforts within the organization.
Engage with our AI technology partners through service tickets, emails, and calls to optimize tools used by CX3 and contribute to strategic decision-making within the Centralized Services management team.
Assist in developing and implementing new standard operating procedures (SOP) to adapt leasing processes to the evolving needs of Cardinal’s adaptation to the centralized support model.
Professionally represent Cardinal Group and our communities in every interaction with internal and external stakeholders as well as prospective future residents.
Participate in department-led efforts to foster collaboration, culture, and belonging across a remote workforce.
Participates in Cardinal U training as required, including completion and continuous execution of Cardinal Way of Leasing.