Saguaro Palm Springs
Multifamily Account Manager Operations Specialist- Level I
Saguaro Palm Springs, Greensboro, North Carolina, us, 27497
Overview
Multifamily Account Manager Operations Specialist- Level I. This remote role reports to the Director of Sales within the Sales department and follows standard work hours: 8:00 AM – 5:00 PM ET or 11:00 AM – 8:00 PM ET. About MuniBilling
MuniBilling provides a flexible Electronic Bill Payment & Presentment as a Service (EBPPaaS) platform supporting municipalities, HOAs, and multifamily property managers. Our multifamily solutions handle complex billing structures, including RUBS, sub-metered utilities, resident charges, delinquency workflows, and integrations with property management systems. Based in Greensboro, NC, we foster a collaborative, feedback-driven culture and offer competitive compensation, comprehensive benefits, and a strong path for career growth. Key Responsibilities
Serve as a functional subject matter expert on multifamily billing processes using the MuniBilling application. Support clients in maximizing value from MuniBilling features through operational guidance and best-practice recommendations. Maintain regular client communication focused on operational health, issue resolution, and product adoption support. Monitor and document client engagement activities, support requests, and satisfaction indicators. Collaborate with Alliance Partnership Managers to develop action plans for at-risk clients and document client success stories. Assist in maintaining user personas to support Sales and Marketing campaign development. Coordinate communication regarding new product capabilities and feature updates with client accounts. Partner with Sales and Alliance Partnership Managers on opportunities to expand client relationships. Support Implementation teams throughout the client onboarding to ensure smooth transitions into live operations. Coordinate and document Business Reviews with guidance from Alliance Partnership Managers. Identify and escalate issues impacting client production operations to the appropriate internal teams. Support Root Cause Analysis (RCA) efforts by documenting issues and tracking resolution progress. Document enhancement requests and collaborate with Product Management through proper channels. Provide timely status updates to clients on escalated issues and service requests. Demonstrate empathy, patience, and professionalism in all client interactions; de-escalate challenging client situations with positive, solutions-oriented communication. Log client feedback, support requests, and issue details in the MuniBilling CRM/JIRA Service Manager. Track personal performance against assigned operational KPIs and development goals. Gather and document feedback from multifamily clients, Implementation Specialists, Client Success Managers, and Product Support Analysts. Support validation of compliance and regulatory requirements impacting multifamily billing. Assist with releasing documentation, internal training materials, and knowledge base updates related to multifamily functionality. Qualifications
Required Associate degree or equivalent industry certifications (e.g., Utility Management Certification, CAM, CPM). 2+ years of customer support or operations experience managing client communication for a technology company, preferably SaaS. Knowledge of usage-based billing systems and multifamily billing processes. Experience using CRM/ERP or Helpdesk software (e.g., Zen Desk, HubSpot, JIRA Service Manager). Ability to navigate software applications with attention to accuracy and process consistency; experience working with client stakeholders to resolve issues. Comfortable soliciting feedback and documenting client needs; technically proficient with multiple systems. Preferred Bachelor’s degree or 4+ years of customer operations experience in a technology/SaaS environment. Familiarity with multifamily software platforms (e.g., Yardi, RealPage, Entrata, AppFolio, ResMan, MRI). Industry certifications such as CAM, CAPS, ARM, CPM, CAPM. Experience in utility expense management, conservation initiatives, or building operations. Knowledge of multifamily operations (lease structures, onboarding/offboarding, rent rolls, utility pass-through models). Exposure to customer success or account management methodologies in SaaS. Competencies
Strong verbal, written, and email communication skills; ability to deliver end-user training and operational guidance. Relationship-building with diverse client personas; highly organized with solid follow-up discipline. Analytical thinking, time management, multitasking, and problem-solving with attention to operational details. Adaptability in dynamic environments and during client escalations; ability to collaborate with cross-functional teams. High emotional intelligence; proficiency with desktop applications, CRM systems, and research tools. Commitment to supporting team members and delivering positive client experiences. Supervisory Responsibilities
None (reports to the Senior Product Owner). Performance Management
30/60/90-day onboarding training, assessment, benchmarks, and milestones. Affirmative Action/EEO
MuniBilling is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment. We are a drug-free workplace, and screening tests may be performed on applicants or employees as a condition of employment or during employment. Other Duties
This job description is not intended to be an exhaustive listing of all activities, duties, or responsibilities, and duties may change at any time with or without notice. This is a remote position.
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Multifamily Account Manager Operations Specialist- Level I. This remote role reports to the Director of Sales within the Sales department and follows standard work hours: 8:00 AM – 5:00 PM ET or 11:00 AM – 8:00 PM ET. About MuniBilling
MuniBilling provides a flexible Electronic Bill Payment & Presentment as a Service (EBPPaaS) platform supporting municipalities, HOAs, and multifamily property managers. Our multifamily solutions handle complex billing structures, including RUBS, sub-metered utilities, resident charges, delinquency workflows, and integrations with property management systems. Based in Greensboro, NC, we foster a collaborative, feedback-driven culture and offer competitive compensation, comprehensive benefits, and a strong path for career growth. Key Responsibilities
Serve as a functional subject matter expert on multifamily billing processes using the MuniBilling application. Support clients in maximizing value from MuniBilling features through operational guidance and best-practice recommendations. Maintain regular client communication focused on operational health, issue resolution, and product adoption support. Monitor and document client engagement activities, support requests, and satisfaction indicators. Collaborate with Alliance Partnership Managers to develop action plans for at-risk clients and document client success stories. Assist in maintaining user personas to support Sales and Marketing campaign development. Coordinate communication regarding new product capabilities and feature updates with client accounts. Partner with Sales and Alliance Partnership Managers on opportunities to expand client relationships. Support Implementation teams throughout the client onboarding to ensure smooth transitions into live operations. Coordinate and document Business Reviews with guidance from Alliance Partnership Managers. Identify and escalate issues impacting client production operations to the appropriate internal teams. Support Root Cause Analysis (RCA) efforts by documenting issues and tracking resolution progress. Document enhancement requests and collaborate with Product Management through proper channels. Provide timely status updates to clients on escalated issues and service requests. Demonstrate empathy, patience, and professionalism in all client interactions; de-escalate challenging client situations with positive, solutions-oriented communication. Log client feedback, support requests, and issue details in the MuniBilling CRM/JIRA Service Manager. Track personal performance against assigned operational KPIs and development goals. Gather and document feedback from multifamily clients, Implementation Specialists, Client Success Managers, and Product Support Analysts. Support validation of compliance and regulatory requirements impacting multifamily billing. Assist with releasing documentation, internal training materials, and knowledge base updates related to multifamily functionality. Qualifications
Required Associate degree or equivalent industry certifications (e.g., Utility Management Certification, CAM, CPM). 2+ years of customer support or operations experience managing client communication for a technology company, preferably SaaS. Knowledge of usage-based billing systems and multifamily billing processes. Experience using CRM/ERP or Helpdesk software (e.g., Zen Desk, HubSpot, JIRA Service Manager). Ability to navigate software applications with attention to accuracy and process consistency; experience working with client stakeholders to resolve issues. Comfortable soliciting feedback and documenting client needs; technically proficient with multiple systems. Preferred Bachelor’s degree or 4+ years of customer operations experience in a technology/SaaS environment. Familiarity with multifamily software platforms (e.g., Yardi, RealPage, Entrata, AppFolio, ResMan, MRI). Industry certifications such as CAM, CAPS, ARM, CPM, CAPM. Experience in utility expense management, conservation initiatives, or building operations. Knowledge of multifamily operations (lease structures, onboarding/offboarding, rent rolls, utility pass-through models). Exposure to customer success or account management methodologies in SaaS. Competencies
Strong verbal, written, and email communication skills; ability to deliver end-user training and operational guidance. Relationship-building with diverse client personas; highly organized with solid follow-up discipline. Analytical thinking, time management, multitasking, and problem-solving with attention to operational details. Adaptability in dynamic environments and during client escalations; ability to collaborate with cross-functional teams. High emotional intelligence; proficiency with desktop applications, CRM systems, and research tools. Commitment to supporting team members and delivering positive client experiences. Supervisory Responsibilities
None (reports to the Senior Product Owner). Performance Management
30/60/90-day onboarding training, assessment, benchmarks, and milestones. Affirmative Action/EEO
MuniBilling is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment. We are a drug-free workplace, and screening tests may be performed on applicants or employees as a condition of employment or during employment. Other Duties
This job description is not intended to be an exhaustive listing of all activities, duties, or responsibilities, and duties may change at any time with or without notice. This is a remote position.
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