BE Innovative. BE RealPage.
RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns.
We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.
Overview
The Product Support Manager is responsible for keeping team members motivated. This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths. The manager must present to upper management a regular analysis of calls received in order to help determine any changes needed in staff size and skill requirements, including staff development needs.
Responsibilities
PRIMARY RESPONSIBILITIES
Participate in budget planning working sessions to provide for an effective and efficient operation. Responsible for meeting set budget
Complete interviewing, hiring and orientation of new employees
Motivate, mentor and provide feedback to staff and help establish and maintain career development
Conduct all disciplinary action for direct reports, including terminations with the assistance of Human Resources and after obtaining required approvals
Prioritize client experience over other metrics. Handles escalations as needed. Responsible for ensuring client needs are met.
Identify and recommend process improvement activities. Review recommendations made by the supervisors. Align with global peers and make educated decisions based on departmental goal and strategy
Develop and implement strategic team plans to consistently improve team and site performance while also collaborating on employee action plans for individual development actions
Demonstrate leadership development by conducting bi-weekly & annual performance reviews and developmental coaching sessions with salaried leaders and indirect reports
Maintain knowledge of all RealPage products and services as well as being a liaison between internal clients and the support group.
Maintain knowledge of departmental policies and procedures
Handle escalated issues impacting high profile clients. Focuses on satisfactory resolution and relationship management
Participate in Executive meetings such as GAM, representing Support
Complete command of the business on a strategic level - Opportunities for Improvement, Strategy, Projects & Initiatives etc.
Analyze leadership coverage and make schedule adjustments as necessary
Work with global support organization. Own at least 2 projects and is responsible to see them through completion
Help promote the support strategy in meetings with internal and external clients
Able to work extended hours when required. Remain available afterhours and on weekends
Advanced knowledge of how to perform a RCA and outline in a presentation.
COMPETENCIES
Flexible, detailed, and ability to drive and support change.
Must exhibit excellent leadership, communication, and interpersonal skills
Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents
Strong ability to multitask and deal with a variety of unrelated issues simultaneously
Able to effectively communicate with agents, internal departments, clients, and management
Able to triage calls, rapidly aiding clients and staff as needed
Patience and tolerance; ability to defuse tense situations
Demonstrated ability to train and develop new and existing support agents
Qualifications
REQUIRED KNOWLEDGE - SKILLS - ABILITIES
4 years of leadership experience or 2 years of experience managing a technical support organization
Good working knowledge of Microsoft Word, Excel, and PowerPoint for presentations and reporting
Up to 10% travel as needed to customer sites or other RealPage offices and or functions
Able to work extended hours when required
Able to sit or stand for frequent periods in the same location with some opportunity to move about
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