RealPage

Director, Product Support

Job Locations US-TX-Office
ID
22-14348
Category
Product Support
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!

WHAT YOU’LL DO

The Platinum Support Director will be responsible for the delivery of our premium support offering.  This role works directly with clients to provide a best-in-class support experience.  This individual will present regularly to customers to discuss their support experience and provide insight into their support tickets to drive increased adoption in RealPage products.  Some interaction with sales and implementations will be needed during the onboarding process to ensure service expectations are aligned.  The Platinum Support Director will be a global leader responsible for keeping the team members engaged and effective with a focus on enabling the workforce to provide an improved customer experience. #LI-TP1

PRIMARY RESPONSIBILITIES

  • Cultivate relationships with the client so they understand, value and champion the usage of Realpage software and service
  • Perform analysis on client’s support cases and provide recommendations to help improve their usage of the software
  • Establish operational objectives and work plans and delegates management of daily center operations to managers
  • Direct the creation, implementation and ongoing analysis of strategic support operation programs that will assist the company in achieving services and operations goals
  • Monitor departmental metrics and strategize performance improvements to meet departmental goals
  • Maintain liaison with all divisions to keep abreast of policy and procedure changes
  • Oversee preparation and management of departmental budget and budget variances
  • Lead collaboration with other key stakeholders to build trusting relationships in order to achieve departmental objectives
  • Establishing strong customer relationships to drive improvements internally across the department
  • Manage and develop personnel in their assigned function as well as the selection of staff for specified functions and manage performance
  • Present to senior management a regular analysis departmental objectives and provide business updates on progress
  • Establish and assure adherence to budgets, schedules, work plans, and performance requirements

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Five (5) years of experience in a leadership in a support or contact center environment
  • Bachelor's degree or the equivalent combination of education and experience
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to multi-task and deal with a variety of unrelated issues at the same time
  • Strong attention to detail, highly organized, and able to adhere to detailed processes
  • Demonstrated ability to change direction and reprioritize tasks
  • Proven ability to effectively communicate with diverse groups such as clients, supervisors, and teammates
  • Proficiency in Microsoft applications i.e. Excel, Word, and PowerPoint
  • Proven ability to work with Sr. management and executives
  • Expert presenting to executives and providing business updates to Sr. Leaders
  • Excellent customer service skills including the ability to diffuse tense situations
  • Proven leadership and strong managerial abilities along with a proven record of meeting commitments and achieving goals
  • Ability to work extended hours when necessary
  • Travel may be for the purpose of meeting with clients, stakeholders or site management

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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