The Platinum Support Specialist I is a Subject Matter Expert (SME) and client relationship manager on the Platinum services team, with extensive experience in RealPage products and support processes. Supported by the Platinum Team Manager and cross-functional specialty teams, the Specialist I utilizes strong technical troubleshooting skills, SME-level experience across multiple RealPage products, and excellent communication skills to serve as the single point of contact for a RealPage client's portfolio. The Specialist I operates independently, taking full ownership and accountability for all assigned clients' concerns and issues.

SUMMARY

The Platinum Support Specialist I is a Subject Matter Expert (SME) and client relationship manager on the Platinum services team, with extensive experience in RealPage products and support processes. Supported by the Platinum Team Manager and cross-functional specialty teams, the Specialist I utilizes strong technical troubleshooting skills, SME-level experience across multiple RealPage products, and excellent communication skills to serve as the single point of contact for a RealPage client's portfolio. The Specialist I operates independently, taking full ownership and accountability for all assigned clients' concerns and issues. They manage the entire support relationship, understanding customer goals, driving best practices, guiding escalations, and ensuring customer revenue retention and growth.

PRIMARY RESPONSIBILITIES

• Support a portfolio of <20M, consisting of “Maintenance” and “Support Only” Customer Segments.
• Leverage an advanced understanding of the industry, clients' product portfolios, and business processes to deliver a customized experience in every interaction.
• Partner with Customer Success Managers, Sales, Support Agents, and other internal groups to develop strategic plans for optimal client experiences.
• Identify process, training, or product gaps and coordinate with leadership and internal teams to address and resolve them.
• Troubleshoot and research problems to identify root causes and implement permanent corrective actions.
• Coordinate and lead recurring meetings with clients, delivering best practice insights.
• Lead meetings and share reports with clients, discussing open items and identifying opportunities to improve business practices and relationships.
• Document all technical information and resolutions accurately and develop and review content for the knowledge base.
• Manage real-time solutions while setting and communicating realistic expectations to bolster customer confidence and satisfaction.
• Proactively pursue insights into clients' needs, identifying opportunities to benefit their accounts and keeping RealPage ahead in industry-specific and platinum-level support best practices.
• Liaise with clients, Development, Support, Customer Success, Sales, and Product Management teams on complex or chronic issues, driving timely solutions

QUALIFICATIONS

Required:

• 3-4 years of support or account management experience and industry experience with multi-family software.
• Proficiency in at least three 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.

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Must be organized, have good time management skills.
• Demonstrates a customer-centric mindset and basic understanding of customer success principles.
• Experience using customer data to 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.
• Ability to learn quickly, adapt to new situations.
• Strong problem-solving skills.
• Property management experience desired

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