The Platinum Support Specialist III is a highly experienced Subject Matter Expert (SME) and senior client relationship manager on the Platinum services team. With extensive expertise in RealPage products and support processes, the Specialist III leverages advanced technical troubleshooting skills and deep knowledge across multiple RealPage products. They excel in communication at all organizational levels, both within RealPage and with clients. Acting as the primary point of contact, the Specialist III takes full ownership and accountability for all assigned clients' concerns and issues, managing the entire support relationship. They drive best practices, guide escalations, and ensure customer revenue retention and growth. Additionally, they mentor junior team members and contribute to the development of support strategies and processes.

• Support a portfolio of <30M, consisting of 25% - 50% “Strategic” and “Growth” Customer Segments.
• Uses accumulated account experiences and extensive SME skill set to provide individualized account support focused on high touch, strategic accounts with a heavy emphasis and effort on “at-risk” accounts. 
• Develop and deliver clear, concise, and compelling presentations, reports, and documentation to internal teams and senior leadership stakeholders to ensure alignment and transparency.
• Deeply understand the customer’s business environment and identify appropriate opportunities for products/services that will drive customer’s desired business outcomes.
• Work with cross functional teams simultaneously, including Sales, Product, Delivery, Support, and Marketing to ensure a cohesive customer experience.
• Coordinate efforts to address customer needs, share insights, and implement best practices, fostering a culture of teamwork and continuous improvement.
• Drive innovation by identifying opportunities for process improvements and new solutions that enhance the customer experience.
• Effectively develop and maintain strong relationships with key stakeholders, leveraging influence and negotiation skills to advocate for customer needs, resolve customer issues, and ensure mutual success.
• Proactively address concerns, mediate conflicts, and negotiate favorable outcomes that align with both customer objectives and company goals.
• Share knowledge, insights, lessons learned and answer team questions through various tools, improving overall team performance.

Required:

• 6+ years of Support or Account Management experience and Industry experience with multi-family software
• Proficient or demonstrated competency in at least 5 Realpage products
• Experience within a Software as a Service (SaaS) or RP Product Support team, or a bachelor's or higher degree in a related field.
• Comprehensive knowledge of multi-family industry and at both corporate and property level  

KNOWLEDGE/SKILLS/ABILITIES (List the concepts, capabilities developed through training, and innate traits and talents that a person brings to a task or situation)

Required:

• Experience using customer insights to identify opportunities for mutual success and drive outcomes.
• Experience with customer outreach with a variety of channels including phone, email and online.
• Experience with Salesforce or other comparable Customer Relationship Management system.
• Mastery of Microsoft Office products (Word, Excel, PowerPoint, Teams, Outlook, etc)
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Self-starter with demonstrated performance drive and execution, and proven ability to consistently meet and exceed objectives and take on more responsibility as time permits.
• Demonstrated creativity, forward-thinking, and the ability to implement new ideas that enhance customer satisfaction and success.
• Strong conflict resolution capabilities, works out tough agreements and settles disputes equitably, settles differences in productive ways with minimum noise. 
• Effectively influences and negotiates, advocating for customer needs, driving adoption of solutions, and ensuring mutual success.

Physical Demands and Working Conditions

• Physically able to participate in training sessions, presentations, meetings, as needed
• Ability to work extended hours as needed (may be required at times) 

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.