Multifamily Ancillary Services Product Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the utilization of assigned ancillary technology products among property and corporate teams.

• Analyze engagement data to pinpoint adoption gaps and collaborate with Operations leadership on site-specific adoption strategies.

• Create and uphold standard operating procedures, workflows, and job aids.

• Guide teams on platform functionalities and ensure consistent usage across the portfolio.

• Serve as the subject matter expert and primary escalation contact for designated products.

• Address user inquiries and liaise with vendor support on issues necessitating vendor intervention.

• Examine usage and performance reports to detect underperforming sites or workflows.

• Implement targeted outreach, retraining, or configuration modifications as needed.

• Assist in the evaluation, configuration, and deployment of AI-driven leasing and resident engagement tools.

• Oversee conversation quality, escalation management, and response accuracy; collaborate with vendors on tuning and guidelines.

• Work with L&D to create onboarding materials, refresher courses, and release-specific communications.

• Lead the configuration, validation, and deployment of new ancillary technology products and feature releases.

• Support property and corporate teams during platform migrations, upgrades, and workflow optimization efforts.

• Aid in vendor release testing, validation, communication of releases, and training execution.

• Monitor open vendor tickets and escalations until resolved and assess vendor performance against contractual service levels.

• Document best practices, technical procedures, and training resources.

• Collaborate with Product Managers and Ancillary Services leadership to foster adoption and initiatives for ancillary revenue growth.

• Collect field feedback on product enhancements, operational requirements, and technology trends, relaying it to vendors and Product Managers.

• Act as a trusted internal consultant and technical advisor to Operations and corporate stakeholders.

• Provide assistance on additional tasks and projects as necessary.

⛳️ Requirements

• 2–3 years of experience in supporting property technology platforms like Yardi RentCafe, RealPage Suite, EliseAI, Knock, or Happy Co.

• Proficient knowledge of Microsoft Excel, encompassing formulas, pivot tables, and data analysis tools.

• Excellent written and verbal communication skills, with the capability to convey technical concepts to non-technical property and corporate audiences.

• Experience in delivering training or user support to distributed field teams.

• Aptitude for managing multiple platforms and competing priorities in a fast-paced environment.

🏝️ Benefits

• Health insurance

• Vision insurance

• Dental insurance

• Flexible spending accounts

• Health savings accounts

• Retirement savings plans

• Life insurance

• Disability insurance

• Paid and unpaid time away from work

• Competitive pay