The Customer Success Manager - Mid Market is responsible for the performance, growth, and retention of accounts within their assigned vertical. The CSM is the primary relationship owner with the clients and drives success through a consultative and strategic approach to partnership.
Proactively translate specific needs/business objectives of accounts into actionable and strategic account plans that drive realization of value for the customer.
Develop trusted relationships with customers to consultatively recommend new products and services resulting in upsell.
Analyze benchmarks, trends, and outliers within customer data. Work with Strategy teams to provide insights and recommendations to the customer based on findings.
Establish and maintain a high degree of recognition and influence with senior-level customer contacts.
Advanced knowledge of marketing strategies, competitive landscape, and points of differentiation.
Attend in-person customer meetings and/or industry conferences as needed; up to 25% of the time.
Meet and exceed quarterly revenue targets.
Collaborate with a variety of internal and external stakeholders to ensure customer satisfaction.
Resolve customer issues that arise with good judgment and decision making; escalate as necessary through appropriate channels.
Maintain accurate customer details in CRM (Salesforce.com) as required by management
Required:
2-5 years combined experience in Customer Success or other revenue driving customer-facing role required, ideally in software.
2+ years experience generating, qualifying, accelerating, negotiating, and closing up-sell/cross-sell.
Bachelors or Masters degree preferred.
KNOWLEDGE/SKILLS/ABILITIES
Required:
Proven record of managing customer expectations and customer challenges
Prior experience leading and managing virtual teams including sales, product, customer care and marketing
Proven ability to manage complex, high-touch customers.
Strong Executive presence with demonstrated ability to command customer engagement at all levels within a cross matrixed organization.
Proven history of understanding competitive landscapes
Experience managing customer expectations, objections and complaints.
Experience with CRM systems, Salesforce preferred.
Excellent time management and organizational skills.
Excellent written, verbal and interpersonal communication skills.
Highly self-motivated, positive, adaptable, creative, and deals well with ambiguity.
Technically savvy with Microsoft Office Suite and Google Workspace.
Any certifications with Real Estate associations such as NARPM or CAI is highly desired.
Industry meetings with industry associations and trade shows may be required. (these may occur on evenings and weekends).
Self-motivated, hard-working, detail-oriented individual with punctual follow-up with clients on daily activities.
This individual needs to be a self-starter that is motivated by resolving client issues and selling solutions in order to collect commission income.
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Salary and Benefits
RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
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.
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