VP, Customer Success Strategic Accounts

SUMMARY

The VP, Customer Success Strategic Accounts will join RealPage's Customer Success organization as a strategic leader, relationship builder and loyalty creator for RealPage's most strategic accounts, representing ~13% of recurring revenue. You will lead a team of high caliber Customer Success Managers accountable for driving adoption and growth in support of our Strategic Accounts. In this role, the VP Customer Success, Strategic Accounts will be develop deep relationships and trust with the C-suite and decision makers levels. You will work closely with these customers to intimately understand their business objectives and ensure they realize their intended outcomes for partnering with RealPage. This position will partner cross-functionally with Sales, Product, Support, Delivery and Marketing to drive customer engagement & success, advocacy opportunities, retention, and overall operational excellence. The ideal candidate has a passion for customer success and business outcomes - establishing brand loyalty and customer satisfaction. They must have a proven track record of successful customer relationship management and growth with top accounts. This is an exciting role in a fast-paced global company with the ability to positivity impact our customer relationships and have a high impact on RealPage's growth and brand in the marketplace.

PRIMARY RESPONSIBILITIES

• Develop and execute a strategy for assigned Strategic customers that aligns with the company's growth objectives, including measurable outcomes, KPIs and a regular cadence on progress.
• Drive Customer Success outcomes including reducing client churn, driving product adoption, increasing customer lifetime value, ensuring world-class NPS ratings, and increasing levels of advocacy within assigned strategic account customers.
• Develop and build the Customer Success Manager talent required to drive retention, adoption, and advocacy in the strategic accounts.
• Expand and grow revenue in the Strategic Accounts through driving advocacy and adoption programs, positioning value and identifying opportunities for Sales.
• Act as a player and a coach in developing strategic customer partnerships. Lead a team while engaging directly in key relationships, touch points, and escalations. Personally develop deep customer relationships and be seen as a 'trusted advisor' at the C-suite and decision maker levels. Additionally, develop this capability within your Customer Success Managers.
• Create strategic Customer Success plans for assigned Strategic Accounts in collaboration with Sales, Delivery, Support, Product and Marketing. Provide regular progress updates, both internally and with the customers, including quarterly executive business reviews.
• Identify potential risk in accounts early and ensure team manages recovery plans with urgency.
• Serve as the voice of the customer to internal teams for assigned accounts.
• Use a data-driven approach to implement process improvements where needed to ensure transparency of business performance corporate-wide and ensure world-class levels of customer retention and satisfaction.
• Effectively manage people, including providing performance feedback, guidance, and input on their goals and objectives; provide coaching and mentoring continuously.

QUALIFICATIONS

• Bachelor's degree in Business Administration or a related field
• 12+ years of account management experience in a SaaS or subscription enterprise software company
• 10+ years of experience in customer-facing roles, with at least 5 years in a senior-level position managing people managers.
• Multi-family experience a plus
• Strong Excel, PowerPoint, SalesForce and CRM experience highly preferred
• Ability to travel 25%

KNOWLEDGE/SKILLS/ABILITIES

• Strong strategic thinking and planning skills, with the ability to translate vision into actionable plans.
• Exceptional leadership and team management skills, with the ability to inspire and motivate cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, including C-Suite, Investors, and Board of Directors.
• Ability to tell executive level stories through effective presentations and succinct communications.
• Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Demonstrated desire for continuous learning and improvement.
• Customer-centric mindset with a passion for enhancing the customer experience.
• High level of emotional intelligence, with the ability to navigate complex organizational dynamics.
• Resilient and adaptable, with the ability to manage ambiguity and drive results in challenging situations.
• Collaborative and inclusive, fostering a culture of teamwork and continuous improvement.

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 extended 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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