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Multifamily Account Manager Operations Specialist- Level I Fully Remote - US

Multifamily Account Manager Operations Specialist- Level I

Full Time • Fully Remote - US
Responsive recruiter
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 

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:
  • 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
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: $47,000.00 - $52,000.00 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.





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