Multifamily Account Manager

Munibilling•Greensboro, NC

2d•Remote

About The Position

MuniBilling provides a comprehensive Electronic Bill Payment & Presentment as a Service (EBPPaaS) for public and private municipalities, homeowner associations, and property management groups. We offer both subscription and flexible managed service solutions. We are experts in modernizing billing operations. We are devoted to the success of our clients through Implementation and beyond. Headquartered in Greensboro, North Carolina, we foster an informal and collaborative environment, valuing feedback and open communication. Full-time, competitive pay, great benefits (including medical, dental, vision, and life insurance), 401 (k) with company match, and a great work environment. The mission of the Multifamily Account Manager is to empower multifamily clients and Managed Service Organizations (MSOs) through proactive consulting, maximizing the value of MuniBilling Solutions and expanding the business relationship with clients. The Multifamily Account Manager will continually collaborate with all internal MuniBilling teams and external ecosystem partners to formulate strategic value improvement plans and oversee complex issues. MuniBilling offers both vertical advancement within subject matter expertise domains and lateral career mobility across other disciplines within the organization

Requirements

Excellent verbal, written, and email communication skills.
Ability to deliver both tactical end-user training and strategic planning presentations.
Strong relationship-building skills with a wide range of people.
Highly organized with exceptional follow-up discipline.
Understanding of the multifamily utility billing industry, compliance, competitor landscape, and customer personas.
Strong analytical, time management, and multitasking abilities.
Critical thinking and problem-solving mindset with a passion for innovation.
Adaptability in fast-changing environments and during issue escalations.
Ability to influence internal teams, external partners, and client decision‑makers.
Collaborative mindset for cross-functional teamwork.
High emotional intelligence when working with clients and colleagues.
Proficiency with desktop applications and search tools.
Commitment to support team members and deliver exceptional client experiences.
Associate degree or equivalent industry certifications, including but not limited to Project Management certification, Utility Management Certification (UMC), Effective Utility Management Certificate, Certified Apartment Manager (CAM), and Certified Property Manager (CPM).
2+ years of customer support experience managing both call and email inbound communication for a technology company, preferably a SaaS solution provider.
Knowledge of usage-based billing systems and multifamily billing processes.
One year of experience using an ERP/CRM type tool or commercial Helpdesk software application, such as Zendesk or HubSpot.
Experience navigating complex software applications with speed and accuracy.
Experience working collaboratively with client stakeholders in support of complex software applications.
Skilled at soliciting feedback in both positive and challenging scenarios.
Technically savvy with strong multitasking capability across systems and applications.

Nice To Haves

Bachelor’s degree or 5+ years of customer support experience managing both call and email inbound communication for a technology company, preferably a SaaS solution provider.
Familiarity with multifamily software platforms (e.g., Yardi, RealPage, Entrata, AppFolio, ResMan, MRI).
Certifications such as: Certified Apartment Manager (CAM) Certified Apartment Portfolio Supervisor (CAPS) Accredited Residential Manager (ARM) Certified Property Manager (CPM) Certified Associate Project Manager or Project Manager Professional (CAPM or PMP)
Prior involvement in utility expense management, conservation initiatives, or building operations is a plus.
Knowledge of multifamily operations, including lease structures, resident onboarding/offboarding, rent rolls, and utility pass-through models.

Responsibilities

Serve as a functional subject matter expert on multifamily billing processes using the MuniBilling application.
Continuously identify new ways to help clients maximize value from MuniBilling features and services.
Develop and maintain long-term client relationships focused on driving product adoption and operational efficiency.
Monitor and document client engagement scores, risk indicators, and satisfaction trends.
Create action plans to convert at-risk clients into promoters; gather testimonials whenever possible.
Maintain user personas to support the development of Sales and Marketing campaigns and guide service delivery alignment.
Ensure clients remain informed on new product capabilities that enhance their operations.
Secure statements of work or additional service contracts when beneficial to the client.
Collaborate with Marketing and Sales to educate clients on opportunities to deepen their partnership with MuniBilling.
Partner with Implementation teams throughout onboarding to ensure a smooth transition into live operations.
Facilitate Business Reviews with key accounts.
Identify and coordinate solutions for issues impacting client production operations.
Lead Root Cause Analysis (RCA) efforts to ensure timely corrective actions and prevent recurrence.
Advocate for continuous improvements in client billing operations.
Document enhancement requests and partner with Product Management to advance MuniBilling capabilities.
Provide ongoing status updates to clients on escalated issues and contracted services.
Demonstrate empathy, patience, and professionalism in client interactions.
Defuse emotionally charged situations with positive and solutions-oriented communication.
Log client feedback and complaint details in the MuniBilling CRM/JIRA Service Manager.
Track personal performance across Client Goals, KPIs, and OKRs.