Director of Software Support

Description

The Director of RealPage Software Support is an experienced property management professional and a Subject Matter Expert (SME) managing the RealPage Software Support team with broad experience in RealPage products and product support processes. The Director of RealPage Software Support directs Peabody’s Support Helpdesk and uses strong technical trouble-shooting skills, SME level experience and knowledge over multiple RealPage products, and excellent communication skills at all levels of the organization including the corporate office. The Director of RealPage Software Support operates independently and collaboratively, taking full ownership and an end-to-end solution accountability for all assigned issues, as well as providing guidance and direction to the department in response to Support requests.

Primary Responsibilities

• Oversees and mentors Peabody’s RealPage Support team staff. Holds regularly scheduled meetings to review support tickets, trends and team goals.
• Plans, delivers and manages quality support experience, while driving timely solutions to all employees/customers.
• Provides support to Operations and Accounting for any month-end closing issues. Reviews/corrects report discrepancies as needed.
• Manages real time solutions while setting and communicating realistic expectations that bolster and retain employee/customer confidence and satisfaction.
• Identifies process, training, or product knowledge gaps, then coordinates with the Learning and Development department and/or other internal teams responsible for assisting with learning and development to ensure identified gaps are reviewed, addressed and resolved.
• Troubleshoot and research RealPage product issues to identify root cause and permanent corrective action measures.
• Be an independent self-study in learning and achieving SME level proficiency on applicable RealPage products.
• Documents all technical information and resolutions accurately and thoroughly then develop content for knowledge-based reference materials as appropriate.
• Oversee new RealPage product implementation projects in collaboration with department end-users. Participates in testing efforts related to new functionality, new modules, and upgrades to existing products.
• Participates in all property on-boardings and property separations as needed.
• Prepares annual RealPage budget. Reviews and approves annual and monthly RealPage invoices. Works with RealPage billing account contact to resolve any discrepancies.
• Point of contact for partnership with RealPage to include contract renewal negotiations and meetings where required.
• Collaborates with Senior Leadership to brainstorm strategic direction and identify new opportunities for continued process improvement for the function.
• Perform additional duties as required.

Required Knowledge/Skills/Abilities

• 5+ years of experience in Affordable Housing compliance or Affordable Property Management, preferably working in onsite operations, diversified financial management, staff education and regulatory compliance. Specifically, A working knowledge of the requirements of the HUD, HOME, LIHTC, or related subsidy programs and thorough knowledge of Fair Housing Laws.
• 5+ years of experience using RealPage products with proficiency in Affordable and Conventional OneSite Classic/New Experience, Financial Suite, and Unified Platform including demonstrated experience in Realpage product implementations and property setups/conversions.
• Strong verbal, written, and interpersonal communication skills with a proven ability to effectively communicate with team members, other functions/departments, management.
• Proven ability in managing and supervising a team, specifically the ability to coach and mentor team members in process improvement and working collaboratively with a variety of stakeholders.
• Ability to take ownership of assigned opportunities and issues.
• Ability to recognize and escalate issues and risks as deemed necessary through the appropriate channels.
• Ability to address and resolve issues utilizing the available resources in a timely and proficient manner.
• Strong technical and troubleshooting skills (PCs and Internet computing).
• Must demonstrate ability to effectively multi-task, triage workflow requests, provide real-time assistance as needed.
• Proficient in MS Office applications (Teams, Word, Outlook, PowerPoint, and Excel).
• Proven ability to rapidly gain product knowledge and effectively communicate it to team members and customers.
• Flexible, detailed, and able to successfully accept and adapt to change.

COMPENSATION AND BENEFITS:

Peabody Properties offers $120K-$140K along with a rich benefits package that includes, but is not limited to, medical, dental, 401(k), Short-Term Disability, life insurance, Employee Assistance Programs (EAP), paid time off, paid holidays, paid training, tuition reimbursement, wellness programs, employee referral bonuses, and flex spending.

Position Requirements

About the Organization With a growing workforce of more than 600 team members, The Peabody Companies manages more than 14,650 units of residential housing. We offer property management, leasing, marketing, facility maintenance, accounting and finance, compliance, quality assurance, as well as sales and brokerage services. Our portfolio includes conventional and multi-family housing (single high-rise to scattered sites), senior communities, veteran's housing and supportive housing services. We are a management company that truly does it all, and we continue to grow.

OUR VISION: We put the HOME in housing.

OUR MISSION: To deliver exemplary service through:

• FISCAL responsibility to our clients;
• INTEGRITY in all aspects of our business practices;
• STABILITY for 45+ years of meeting our client's business needs;
• HUMILITY in relationships with clients, residents and employees and a commitment to always listen.