Customer Success Operations Manager

RealPage, Inc.
 Bend, OR

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

At G5+LeaseLabes, a RealPage company, we live, work and breathe our “Five to Thrive” values and are hard at work developing award-winning, smarter marketing technologies that Change the Game in real estate digital marketing. Our offices are jam-packed with super smart people who go all-in to Make It Awesome and have FUN while doing it. Whether we are delighting our customers with our creative services, throwing epic parties, or giving generously to our community, we Pay It Forward by investing in others.

WHAT YOULL DO

The Customer Success Operations Manager is responsible for supporting management strategy, operations, analytics and KPI reporting for the Customer Success organization. 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 a foundation in customer success, proven experience in creating and optimizing repeatable workflows that scale, and experience delivering 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

  • Design and standardize new and existing customer-centric processes pertaining to post-implementation customer onboarding, renewals, retention/risk mitigation, and performance/business reviews
  • Design Salesforce reporting and dashboards to enable the CS organization to make data driven decisions
  • Craft, analyze, and deliver results of customer experience surveys such as NPS, CSAT, and/or CES to CS leadership
  • Work with CS leadership to create and maintain documentation of Customer Success processes and playbooks
  • Analyze business performance to uncover trends, insights and opportunities. Perform ad hoc data-driven analysis to inform strategic business decisions
  • Contribute to the development of go-to-market strategy and initiatives
  • Assist in defining and enhancing CS KPIs to measure the effectiveness of business decisions
  • Collaborate on the development of capacity models for Customer Success roles to ensure appropriate coverage and to maximize revenue retention as well as optimization of available resources
  • Advise on Levels of Service as they pertain to capacity constraints, customer feedback, and customer churn contributing factors
  • Advocate and contribute to systems as well as new automated processes across Customer Success systems, specifically Salesforce and Gong

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 7+ years of Customer Success / Revenue Operations / Project Management experience
  • Comfortable in Salesforce
  • Prior experience as Customer Success Manager for complex SaaS or Services solution preferred
  • Prior experience in data analytics and project management or Agile methodologies
  • Experience with CRMs and CSM Platforms
  • Proficient in 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
  • Exceptional verbal, written, social, presentation, and interpersonal skills
  • 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

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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Not ready to apply? Connect with us for general consideration.

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