Jaybee Santos Email & Phone Number

Serve as the primary liaison for mid-level / strategic clients with 350 to 500 sites with a 40/60 split between AP Extract and Bill Pay clients. This role handles complex client inquiries, and more difficult questions related to the RealPage Utility Management Utility Expense Management solution. Act as client advocate for mid/strategic level clients to internal teams and ensure appropriate responsiveness to client questions and concerns by clearly articulating financial needs, gaps and action items to clients to ensure timely response and resolution to client needs and inquiries. Use quarterly/monthly client scorecards to monitor client Utility Expense Management health, and proactively identify and recommend improvement opportunities to ensure long-term success of invoice processing performance Conduct client and property analysis and track to completion to reduce number of validations and disconnections Complete new client transition process to reduce time required to successfully redirect accounts and number of ongoing redirections Perform primary job responsibilities only needing management assistance with high level escalations Mentor junior FAMs, providing escalation and enablement subject matter expertise as needed Escalate issues to internal teams and retain ownership of the customer experience throughout this process, until resolutionLeverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interactionDocument customer interactions through the ticket management systemEstablish relationships and trust with customers during interactionsProvide basic training to customers that may require a how-to session and walkthroughTroubleshoot integrated products with customers to isolate issues to root causeManage situations that require real-time solutions and setting clear expectations on resolution plansProvide high levels of customer satisfaction measured by customer satisfaction and efficiency metricsDocument product knowledge solutions when applicablePerform additional duties as required

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  Western Mindanao State University

  Computer Engr