SUMMARY
The Engagement Manager (EM) is responsible for successful SaaS delivery, specifically the deployment of the RealPage solution platform. The EM partners with each assigned customer to understand their business goals and objective and then creates a comprehensive onboarding plan to meet those goals. He/she establishes the scope of the project, deployment schedule and the overall strategic approach. The EM is also responsible for identifying all necessary resources,
Throughout a project, with management oversight, the EM is responsible for ongoing client communication including weekly calls to review the project status, milestone and task tracking, and risk mitigation. He/she serves as an escalation point for issues that could potentially impact the client’s success.
As the client’s main point of contact, the EM also serves as the liaison between all RealPage resources and the client. The EM is responsible for coordinating the implementation of RealPage products across the organization, including multiple implementation teams. The EM facilitates introductions for the different RP team members and participates in any meetings relevant to the project, with the goal of streamlining the customer experience across the multiple products/platforms being deployed. The EM works closely with the entire team to drive the customer relationship and alignment at all levels in order to execute the overall account strategy. EMs are required to maintain strong working relations with all RealPage personnel.
As a trusted advisor, he/she is a success implementation leader and is tasked with ultimately providing an amazing client onboarding experience.
PRIMARY RESPONSIBILITIES
- Oversee deployment/implementation of RealPage products for assigned clients
- Manage complex project management plans for SMB and Corporate accounts
- Partner with RP implementation consultants and subject matter experts to provide a streamlined customer experience including support, and guidance for RP solutions
- Partner with clients to ensure migrations and technical implementations meet client expectations and all deliverables are provided
- Identify client goals and business needs and work to meet them throughout the implementation
- Champion the capabilities of the RealPage Platform and become familiar with general product functionality and workflows
- Establish familiarity with RealPage resources and training options to advise on change management and general implementation best-practices
- Identify risks to the client achieving their stated business goals and developing a risk mitigation plan
- Serve as a client advocate in driving industry best practices and the evolution of the RealPage Platform functionality, courses, and administrative services integral to their success
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- BA/BS degree or equivalent experience within industry
- Proficiency and at least three years of experience with MS Office Tools
- Strong project management skills required; ability to manage multiple priorities simultaneously with a minimum of one full year of relevant project management work experience (PMP preferred)
- One year of proven effectiveness leading and facilitating meetings and workshops
- Credible and effective advisor/coach specifically around change management (cultural, business and technical)
- Executive level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Ability to prioritize, multitask and perform effectively under pressure
- Strong attention to detail
- Ability to adapt to change and work well in a dynamic environment
- Ability to work outside normal business hours at times depending upon workload
- Ability to travel occasionally (less than 10%)
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
- Understanding of and experience with multifamily industry operations and marketing
- Knowledge of RealPage products and platform features, integrations and best practices
- MBA or advance degree
REQUIRED COMPETENCIES
- Customer Focus: Leverage customer’s perspective to drive strategic priorities and decisions that meet customers’ and own organization’s needs
- Communication: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques
- Collaborating: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
- Planning and Organizing: Set priorities, develop an action plan, monitor progress towards goals and track details/data/information/activities as directed
- Adaptability: Maintain effectiveness and adjust accordingly when major change occurs
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