Senior Manager - Customer Implementations

RealPage • Richardson, TX

2d

About The Position

Overview The Senior Manager is primarily responsible for ensuring the customer experience for software implementation is positive. In doing so, the Senior Manager is accountable for leading teams within the implementations organization, understanding the data requirements based on the product solution being implemented, creating and managing processes, measuring performance, reporting key metrics, improving productivity and ensuring that complete and accurate data is received by the customer on time for their scheduled implementation. The Senior Manager is regularly engaged with RealPage customers and collaborates across multiple teams. This professional is responsible for driving departmental culture, promoting data-driven decision-making, managing headcount to meet demand while also controlling expenses, providing thought leadership and acting as a subject matter expert for escalations or troubleshooting. The candidate must be detail oriented, comfortable working in a collaborative setting, comfortable working with leaders across the organization, self-motivated requiring minimal supervision, proactive, a strategic and independent thinker; and demonstrate superior problem-solving skills, an ability to work on multiple projects, meet tight-deadlines, maintain a positive can-do attitude and calmness and composure in times of uncertainty and stress.

Requirements

• 5 + years of professional experience consisting of:
• 2+ years of proven ability to lead high performance teams
• 3 + years of experience in a customer facing role
• Bachelor’s Degree in business , technology, or computer science related field
• Exceptional leadership with proven ability to stimulate employees and teams
• Background in technology, accounting, consulting and/or project management
• Excellent computer skills and highly proficient in the use of MS Office products
• Prior experience with process improvement initiatives
• Excellent verbal and written communication skills
• Must be able to multi-task, work in high paced and deadline driven environment
• Ability to work overtime as needed to ensure deliverables are met

Nice To Haves

• 4+ years of experience in software implementation
• 2+ years of experience with RealPage products, SharePoint and Salesforce.com
• Familiarity with RealPage products
• Previous property management experience

Responsibilities

• Inspire and lead a large cross-functional group in a unified direction with a common visio
• Assist in development of long-term strategies for growth and maintenance of department resources to meet the volume and demands of client implementations
• Create visually and verbally engaging reports and presentations demonstrating KPIs and productivity metrics
• Drive and initiate solutions to improve the customer experience
• Develop and maintain supportive working relationships with other internal management and team leaders; provide feedback or direction to other members of management as applicable
• Develop relationships with customers to ensure that deliverables/objectives are aligned with their expectations
• Foster the team to listen to, acknowledge, and accurately capture client expectations and concerns, making sure these are incorporated and addressed during the implementation process
• Prioritize and delegate work assignments while achieving all customer communicated deadlines
• Manage the quality of work produced by the team
• Monitor and resolve issues and inquiries regarding various aspects of implementations, addressing potential issues before they are widely recognized
• Facilitate problem escalation, resolution and communication at all levels, keeping Senior Management other business owners informed as issues develop that may impact a client’s implementation
• Directly manage all areas of the employment life cycle for both exempt and non-exempt staff
• Drive and oversee goals and initiatives to meet and even exceed performance expectations
• Maintain team compliance with all legal and company guidelines regarding the handling of sensitive Personally Identifiable Information (PII).

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: Mid Level