Multifamily Account Manager Operations Specialist- Level I

Greensboro, NC - USA

Yearly Salary: $ 47000 - 52000

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discounts
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Wellness resources

Job Title: Multifamily Account Manager Operations Specialist- Level I

Non-Exempt: Yes

Remote: My Work Mode

Department: Sales

Reports To: Director of Sales

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.

Mission

The mission of the Multifamily Account Operations Specialist is to support multifamily clients and Managed Service Organizations (MSOs) by ensuring the smooth operational delivery of services and fostering strong relationships that maximize the value of MuniBilling Solutions. The Multifamily Client Operations Specialist will collaborate closely with all internal MuniBilling teams and external ecosystem partners to coordinate client support resolve billing operations issues and contribute to client satisfaction and retention.

Key Contributions to the MuniBilling Value Proposition

Build and maintain trust-based relationships with clients by helping them successfully utilize the MuniBilling product suite and professional services
Serve as a collaborative partner alongside Alliance Partnership Managers and internal service delivery teams (Sales Implementation Engineering and Managed Services) to ensure consistent client experiences
Identify opportunities to improve client operational efficiency and flag potential expansion opportunities for Alliance Partnership Manager review
Support Business Reviews in collaboration with Alliance Partnership Managers at cadences appropriate to each client segment

Career Growth Opportunities:

MuniBilling offers both vertical advancement within subject matter expertise domains and lateral career mobility across other disciplines within the organization. This role is designed as a Level I position with a structured 18-month pathway to Multifamily Account Manager (Level II) with progression based on demonstrated mastery of SaaS account operations product adoption facilitation and consultative engagement skills.

Essential Functions:

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
Partners 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 collaboration 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 and solutions-oriented communication
Log client feedback support requests and issue details in MuniBilling CRM/JIRA Service Manager
Track personal performance against assigned operational KPIs and development goals
Gather and document feedback from:
- Multifamily client
- Implementation Specialists
- Client Success Managers
- 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.

Competencies:

Strong verbal written and email communication skills
Ability to deliver clear end-user training and operational guidance
Relationship-building skills with diverse client personas
Highly organized with consistent follow-up discipline
Understanding of multifamily utility billing operations compliance requirements and industry landscape
Strong analytical thinking time management and multitasking abilities
Problem-solving mindset with attention to operational details
Adaptability in dynamic environments and during client escalations
Ability to collaborate effectively with cross-functional internal teams
High emotional intelligence when working with clients and colleagues
Proficiency with desktop applications CRM systems and research tools
Commitment to support team members and deliver positive client experiences

Supervisory Responsibilities:

None (reports directly to the Senior Product Owner).

Qualifications:

Required:

Associate degree or equivalent industry certifications including but not limited to Utility Management Certification (UMC) Effective Utility Management Certificate Certified Apartment Manager (CAM) or Certified Property Manager (CPM)
2 years of customer support or operations experience managing client communication for a technology company preferably in a SaaS environment
Knowledge of usage-based billing systems and multifamily billing processes
One year of experience using CRM ERP or commercial Helpdesk software applications such as Zen Desk HubSpot or JIRA Service Manager
Experience navigating software applications with attention to accuracy and process consistency
Experience working with client stakeholders to resolve operational or technical issues
Comfortable soliciting feedback and documenting client needs
Technically proficient with the ability to navigate multiple systems simultaneously

Preferred:

Bachelors degree or 4 years of customer operations experience in a technology or SaaS company environment
Familiarity with multifamily software platforms (e.g. Yardi RealPage Entrata AppFolio ResMan MRI)
Industry certifications such as:
- Certified Apartment Manager (CAM)
- Certified Apartment Portfolio Supervisor (CAPS)
- Accredited Residential Manager (ARM)
- Certified Property Manager (CPM)
- Certified Associate Project Manager (CAPM)
Prior experience in utility expense management conservation initiatives or building operations
Knowledge of multifamily operations including lease structures resident onboarding/offboarding rent rolls and utility pass-through models
Exposure to customer success or account management methodologies in a SaaS environment

Performance Management

30/60/90-day Onboarding training assessment benchmarks and milestones
Senior Customer Service Representative Performance Management Assessment Framework

Affirmative Action/EEO statement

MuniBilling is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. MuniBilling is proud to be a drug-free workplace. However screening tests for alcohol and illegal drugs may be performed on applicants and employees as a condition of employment or during employment.

Other duties

Please note that this job description is not intended to be a comprehensive listing of all activities duties or responsibilities required of the employee in this job. Additionally duties obligations and activities may change at any time with or without notice.

Internal Candidates Only:

Internal Candidates must meet all metrics in their current role to be considered for an internal career transition. Additionally if the internal candidate is interested in the posted position they must obtain approval from their immediate supervisor.

This is a remote position.

Compensation: $47000.00 - $52000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

MuniBilling provides utility billing software and utility billing services to government entities property management companies and private utilities. Our cloud-based product is a comprehensive toolkit for utility billing and property management providing features for clients to manage their customer information usage and fixed billing payment processing and data prep for exporting to accounting systems.

Required Experience:

Manager

Benefits:401(k)401(k) matchingDental insuranceEmployee discountsHealth insuranceOpportunity for advancementPaid time offTraining & developmentVision insuranceWellness resourcesJob Title: Multifamily Account Manager Operations Specialist- Level INon-Exempt: YesRemote: My Work ModeDepartment: SalesRep...