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MuniBilling · 1 day ago

Multifamily Account Manager Operations Specialist- Level I

United States

Full-time

Remote

Entry Level

2+ years exp

MuniBilling is a company that provides an Electronic Bill Payment & Presentment platform for municipalities and multifamily property managers. They are seeking a Multifamily Account Manager Operations Specialist to support multifamily clients by ensuring smooth operational delivery of services and fostering strong client relationships. The role involves collaborating with internal teams and external partners to enhance client satisfaction and operational efficiency.

BillingCloud ComputingProperty ManagementSoftware

Hiring Manager

Sarah Blount

Responsibilities

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

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

Qualification

Multifamily billing processesCustomer support experienceCRM software proficiencyUtility Management CertificationSaaS environment experienceAnalytical thinkingCommunication skillsRelationship-building skillsProblem-solving mindsetTime managementAdaptability

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

Bachelor's 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