SUMMARY 

The Digital Customer Success Account Manager, Front Office 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.   

PRIMARY RESPONSIBILITIES 

Understand customer value drivers and engage with customer to drive usage and adoption. Use omnichannel outreach to connect with current customers through a variety of channels including email, phone, and LinkedIn. Send digital collateral and conduct webinars to drive adoption for better use of the solutions. Understand customer products and identify value drivers. Capture customer feedback, issue and pain points and initiate support, follow-up, and drive resolution where appropriate. Use key strategy focuses to improve retention and churn avoidance through digital customer engagement. 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. Document outreach, issues, and feedback in salesforce to capture interaction. Identify and research current customer needs. Review campaign reports, dashboards and scorecards including recommendations for improving engagement results and the customer experience. 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

REQUIRED 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.

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