RealPage

Sr. Director, Customer Success Operations

Job Locations US-TX-Richardson
ID
21-11113
Category
Account Management
Position Type
Full-Time

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!


We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.


Come join a team where your work makes an impact every day!

ABOUT THE TEAM

This position is in the Customer Success team reporting to the Chief Customer Officer. 

WHAT YOU’LL DO

The Senior Director of CS Operations is responsible for supporting management strategy, operations, analytics and KPI reporting for the Customer Success organization. We are looking for a critical thinker who is passionate about customer success as well as data analytics, operational improvement, problem solving and project management.  The successful candidate will have an exceptional foundation in customer success, proven experience in creating and optimizing repeatable workflow, and significant experience delivering operational insights via data analytics.  This position is an integral member of the Customer Success leadership team who are focused on creating a positive culture and continuing to evolve the employee and customer journey.

PRIMARY RESPONSIBILITIES

  • Support the operational improvement cycle for the Customer Success leadership and employees including Customer Success Managers (CSM), Solution Account Managers (SAM), and Advisors
  • Design new and adjust existing customer-centric processes and outcomes in support of continuous improvement, consistency and reporting
  • Manage the deployment of new processes and systems and supervise adoption, both internally and externally to ensure consistency
  • Analyze and report on trends utilizing data from customers, team members, products and other RealPage systems
  • Leverage data to identify gaps, assess goals and targets, produce gap analysis, and promote process & design iteration
  • Assist in the development of data collection methodologies and support roll-out of time studies and other data collection activities from the CSMs and SAMs
  • Provide data-driven insights and metrics to the leadership team to support business decisions, CSM capacity planning, consistent execution of activities, and continued expansion strategy
  • Develop and maintain coverage models for Customer Success roles to ensure appropriate coverage and to maximize revenue retention as well as optimization of available resources
  • Assist in the creation and documentation of Customer Success processes and playbooks
  • Create, improve, publish and present periodic Customer Success reporting packages to demonstrate metrics and value delivered
  • Advocate and contribute to systems as well as new automated processes across CRM systems, specifically Salesforce and Gainsight
  • Provide data-based insights related to renewals to ensure continuous learning and improvement to reduce customer churn
  • Identify, create and deploy key success metrics contributing to customer health scoring
  • Support the broader Success Management & Operations team by leading the quarterly planning efforts, facilitating key meetings, and supporting operational coordination
  • Own and administer systems and tools that support the Customer Success objectives
  • Drive consistency and accountability through the CS organization via processes and metrics
  • Hire, manage and mentor CS Ops team members

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 7+ years of experience in a SaaS environment working in an operations role, preferably supporting customer success or sales
  • Prior experience as Customer Success Manager for complex SaaS solution preferred
  • Prior experience in data analytics and project management or Agile methodologies
  • Experience with various CRMs and CSM Platforms including Salesforce and Gainsight
  • Exceptional Excel/Spreadsheet skills for data analysis and presentation
  • A process and efficiency mindset and the ability to evaluate and audit sophisticated workflows and adjust for optimal resource usage, workflow support and customer coverage to ensure revenue retention
  • Prior experience creating project plans and executing complex projects involving a variety of stakeholders
  • Exceptional verbal, written, social, presentation, and interpersonal skills
  • Strong self-awareness and communication skills to handle difficult situations with understanding and composure
  • Able to clearly communicate ideas and processes both within the team and cross-functionally
  • Thrives in a complex environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
  • Bachelor’s degree or equivalent experience

#LI-RG1

WHAT WE OFFER

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

 

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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