Digital Solution Account Manager

Summary

The Digital Solution Account Manager will focus on driving engagement, retention, and adoption of RealPage solutions for our long-tail customers. This position will engage with current customers through various outreach strategies. This position will also connect with customers to help them drive usage of our solutions and achieve more value. This role will also focus heavily on proactive retention outreach activities and creating opportunities to retain business where cancellations occur due to property sale or loss of management.

Primary Responsibilities

• Understand customer value drivers and RealPage solutions.
• Utilize Salesforce and Focus to document all activity associated with customer transitions due to site sale or transfers, coordinating with customer and internal RealPage stakeholders.
• Collaborate with Sales to secure new orders, Implementation on transfers and Customer Success Managers and Solution Account Managers for overall awareness and action as appropriate.
• Maintain responsibility for detailed attrition and transfer reporting.
• Use omnichannel outreach to connect with current customers through a variety of channels including email, phone, and LinkedIn in order to retain business.
• Send digital collateral and conduct webinars to drive adoption for better use of the solutions.
• Gather information on cancelled sites and portfolios.
• Record and track all cancellations in appropriate CRM tool.
• Capture customer feedback, issue and pain points and initiate support, follow-up, and drive resolution where appropriate.
• Provide feedback on effectiveness of outreach channels to leadership based on interactives.
• Achieve productivity requirements on outreach to ensure coverage and touch points across assigned customer base.
• Use customer data and insights to identify expansion opportunities.
• Ensure customer campaigns and outreach activities are properly documented in salesforce as well as updates to master account records to ensure most accurate customer data and insight is tracked.
  
  
  

Qualifications

• Bachelor's degree preferred.
• 3 years of experience on an account management or client success team/framework and/or an operations role with client interactions
  
  
  

Knowledge/Skills/Abilities

• Experience with providing superior customer experience that exceeds expectation.
• Customer centric mindset
• Must be organized, have good time management skills, and a good working knowledge of basic computer applications including Microsoft Office
• Demonstrated effective use of customer data to drive outcomes
• Experience with customer outreach with a variety of channels including phone, email and web
• Experience with Salesforce or CRM a plus
• Excellent written, verbal, presentation, and interpersonal communication skills
• Self-starter approach, with ability to consistently meet and exceed objectives and take on more responsibility as time permits.
• Strong problem solving skills
  
  
  

Physical Demands and Working Conditions

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.