Director, Customer Solutions

SUMMARY

RealPage Global Support provides ongoing customer assistance with RealPage products after implementation. We service our PMC customers, their residents, and their vendor suppliers across products in multiple business units. Reporting to the VP of Technical Product Support, the Director, Customer Solutions will be responsible for managing the Customer Solution Architects/Tier 2 group. This unique global team harnesses their industry expertise and deep RealPage product knowledge to bridge the gap between customer business needs and the functional capabilities of our technology platform. They play a pivotal role in enabling our customers, partners, and colleagues by crafting innovative, scalable solutions that enhance and streamline business operations for both RealPage and our customers.

Your central objective is to institute and maintain consistent processes that ensure compliance with Service Level Specifications (SLS) and ensure that our internal stakeholders and customers remain well-informed. Additionally, the Tier 2 team collaborates closely with other Support, Engineering, and Product teams to pinpoint and resolve root causes while effectively managing our case/ticket backlog.

PRIMARY RESPONSIBILITIES

• Lead a multi-national team of Tier 2 Customer Solution Architects, providing guidance, mentorship, and performance feedback to ensure a high-performing team. Foster a collaborative and inclusive work environment that promotes professional growth and development.
• Develop, scale, and oversee Tier 2 process, including efficient processing of escalated cases, SLS compliance, customer-centric communication, backlog management, recognizing and following through on case themes, and identifying deflection opportunities.
• Aggressively identify opportunities for improvement and develop and implement change management plans, coaching and managing staff through the process.
• Stay updated on industry trends: Keep abreast of the latest trends, best practices, and emerging technologies; continuously enhance your knowledge and skills to drive innovation.
• Cultivate strong relationships with Support, Product, Delivery, Sales, and Customer Success teams to understand and solve business problems, achieve strategic goals, enhance customer satisfaction, and improve customer retention.
• Coordinate ongoing training and Knowledge Base contributions to ensure deep product and operational knowledge among our Support teams.
• Partner with project stakeholders and cross-functional teams to develop and manage go-to-market plans that ensure the operational readiness and enablement of our combined Support teams.
• Manage multiple initiatives of varying size and scope, ensuring adherence to plan scope, timeline, and resource management.
• Analyze customer data and generate regular reports leveraging existing dashboards to provide business leaders with actionable insights into customer Support trends, patterns, and performance. Present findings in a clear and concise manner to facilitate data-driven decision-making.

QUALIFICATIONS

Required:

• 7+ years experience in B2B SaaS customer and support management including experience with high-growth market leaders.
• 5+ years experience managing high performance teams.
• 3-5 years experience in the multi-family real estate industry.
• Innovative and creative at identifying new business approaches and resolving complex business problems.
• Excellent written, verbal, and presentational skills at the executive level.
• Bachelor's degree with a focus on Business, Marketing, Real Estate, or related fields.
• Proficiency in Microsoft Office Suite (specifically Word, Excel, PowerPoint) and Customer Relationship Management (CRM) software, such as Salesforce.

KNOWLEDGE/SKILLS/ABILITIES

• Ability to adapt to change, handle ambiguity, and remain resilient in the face of challenges; capable of adjusting plans and strategies as needed.
• Apt to synthesize and analyze information and data to identify and facilitate problem-solving.
• Demonstrable experience developing and scaling support functions and processes that focus on customer satisfaction and retention.
• Proven ability and comfort persuasively communicating with C-level executives, customers, sales reps, and technology leaders.
• Ability to lead and influence direct-report and cross-functional teams effectively to deliver required results.
• Strong independent thinker that can credibly take a seat at the table and be a full partner to others, regardless of title.
• Excellent collaborator that values relationships and takes pride in helping others succeed and bridging the gap between people and teams.
• Champion a culture of continuous improvement and be change management advocate, guiding and supporting your team through transitions and process enhancements.
• Global mindset, demonstrated professional approach, and strong customer focus.

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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