Director, Solution Account Management

SUMMARY

The Director of solution Account Management, is responsible for leading a team of Solution Account Managers (SAMs), who are responsible for driving the adoption of RealPage platform solutions to achieve customer value outcomes. The qualified candidate will possess the ability to develop exceptional customer relationships, build and motivate strong teams of achievers, and be an exceptional analytical thinker and strategist, while also being a masterful internal collaborator and partner.

PRIMARY RESPONSIBILITIES

• Partner with Customer Success (CS) and Solution Account Management leadership to define & execute on our RealPage Customer Success strategy.
• Define processes to plan, prioritize, execute, and measure success of CS initiatives.
• Coach, mentor, and develop a team of 8-10 Solution Account Managers at various experience levels, to manage the customer relationships and product adoption of the RealPage Utility Management solution.
• Set expectations, provide goals, and manage priorities for direct reports to contribute to team objectives.
• Handle customer escalations that originate from the team and use them as coaching opportunities to further develop the team’s skillset.
• Partner with other CS 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.
• Collaborate 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.

QUALIFICATIONS

Required :

KNOWLEDGE / SKILLS / ABILITIES

Required :

Physical Demands and Working Conditions :

Physically able to participate in training sessions, presentations, meetings, and customer and industry conferences.While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and / or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.