The Director, Solution Account Management is responsible for leading a team of Solution Account Managers (SAMs), with the ability to drive exceptional customer relationships and build strong teams while also being a master motivator and exceptional analytical thinker. The right candidate is truly passionate about customer success, possesses exceptional leadership skills, and has a strong understanding of the multi-family industry.

• Partner with Customer Success (CS) leadership to define & execute on our RealPage Customer Success strategy, specifically in product adoption and retention.
• Define processes to plan, prioritize, execute, and measure success of SAM initiatives.
• Coach, mentor, and develop a team of SAMs at various experience levels, manage the relationships of our customers throughout the customer lifecycle.
• Set expectations, provide goals, and manage priorities for direct reports to contribute to team objectives.
• Lead SAMs in the creation and delivery of joint objectives with customer stakeholders to define business outcomes with mutually agreed upon ROI benefits.
• Ensure team manages customer health effectively through our CHE process and risk mitigation plans.
• Provide coaching opportunities to further develop the team’s skillset.
• Partner with other CS & SAM 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.
• Serve as a key collaborator 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.

• Bachelor’s Degree Extensive understanding of SaaS industry and technology (9+ years’ experience with SaaS)
• Minimum of 7 years’ experience in leading customer-facing teams.
• Desired 5 years’ experience in the multi-family industry.
• Ability to work extended hours as needed (may be required at times).
• Ability to travel up to 10%.

KNOWLEDGE/SKILLS/ABILITIES

• Strong knowledge of RealPage products and services is preferred (5+ years’ experience with RealPage products).
• Excellent communication and interpersonal skills (high EQ)
• General experience with Customer Relationship Management (CRM) software such as Salesforce.
• Comfortable working with all levels of the RealPage organization, including C-Level.
• Demonstrated understanding of value-drivers in recurring revenue business models.
• Excellent time management, organization, and communication skills (both verbal and written).
• Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint.
• Experience building strong, long-term relationships with senior/executive level key customer stakeholders through proactive and constant communication anticipating needs and supporting them through a tailored approach.
• Aptitude to learn complex software programs.

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.

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• 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.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.