Senior Vice President Client Success (Remote2023-5969)

RealManage is an Inc. 5000 property management firm that delivers services to homeowners associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities.

RealManage is a national firm with clients and operations in 24 states from California to Florida and from Texas to Illinois. RealManage also serves nationally-recognized developer/builder clients.

As one of the largest (#3 out of 5,000+ firms) and fastest-growing companies in the community management industry, RealManage offers exceptional solutions provided at competitive prices with the best people, best practices, and best technology of cloud-based and mobile apps. The RealManage mission is to provide comprehensive and innovative solutions; exceed the expectations of our customers; provide visibility and transparency in all that we do for our clients who place their trust in us; measure our performance and improve at the fastest rate possible; create a work environment that encourages professionalism, growth, and diversity; and grow a financially strong organization which will enable us to provide industry leading innovations apart from our competition.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

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Responsibilities

Description: The Senior Vice President of Client Success is responsible for the overall satisfaction of customers. Plans and directs all aspects of customer service policies, objectives, and initiatives while working in tight coordination with Sales and Marketing and Market Leadership to ensure retention of platinum and at-risk clients and improve overall client experience.

Responsibilities:

• Set the strategy and prioritize objectives and key results while leading the Client Success team.
• Ensure team implements and administers, in coordination with Market Leadership, events, webinars, and educational series that support client retention focusing heavily on Platinum and key At-Risk accounts.
• Drive vision of customer success, establish quarterly strategy and corresponding KPIs, Prioritize work and monitor team performance.
• Work collaboratively with functional leaders and Sales and Marketing to develop a customer-centric perspective across the organization by representing the client’s voice and influencing internal stakeholders.
• Measure client satisfaction through frequent surveys/NPS and follow through with steps to convert detractors to promoters.
• Define and improve Platinum and At-Risk program and ensure implementation companywide.
• Lead initiative of solving client concerns or problems by finding solutions and working with functional leaders until resolution is achieved.
• Oversee team to complete market audits to ensure contract obligations are being met.
• Plus other work related tasks as needed

Qualifications

Requirements:

• BA / BS preferred. Must have ten years or more experience in the community management industry.
• Experience building and leading a team.
• Track record in driving customer engagement and loyalty, demonstrating acute understanding of clients’ needs and expectations.
• Exceptional communication, presentation, and relationship management.
• Must be self- motivated, proactive, detail oriented and a team player.
• Willing to travel.
• Track record of using operational metrics and process improvement to drive organizational transformation .

Pay and Benefits:

$130,000 to $140,000, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA
• Education Reimbursement
• 401K matching
• Employee Assistance Program (EAP)
• 9 paid Holidays