Joseph Green
San Jose
Summary
Dynamic Account Management and Multifamily Housing professional with 15+ years in client relations, strategic account leadership, and SaaS delivery. Known for leading complex portfolios, elevating customer outcomes, and creating programs that strengthen retention and revenue. Adept at technical troubleshooting, stakeholder alignment, and executive-caliber communication.
Overview
17
17
years of professional experience
Work History
Platinum Support Specialist
RealPage Inc.
01.2025 - Current
- Own the support lifecycle for a defined multifamily portfolio—govern engagement plans, SLAs, and success measures aligned to client objectives.
- Function as the primary executive contact, setting cadence communications and tailoring service delivery to stakeholder needs.
- Direct high-priority escalations and coordinate triage across Support, Engineering, and Product; track root causes and corrective actions to closure.
- Diagnose complex issues across RealPage solutions (property management, payments), documenting patterns and driving preventative improvements.
- Co-build adoption and value-realization roadmaps with Customer Success and Sales, focusing on usage, outcomes, and expansion opportunities.
- Instrument health metrics and early-warning signals to sustain satisfaction and portfolio retention.
Senior Advisor
LeaseLock
06.2024 - 12.2024
- Onboarded new-logo multifamily clients from implementation through steady-state, reducing time-to-value and adoption friction.
- Advanced customer maturity by building enablement plans and measurable utilization targets.
- Delivered role-based curricula—moving from public sessions to tailored, private team trainings to drive competency.
- Resolved complex customer scenarios by mobilizing internal experts and knowledge networks for rapid outcomes.
- Defined implementation, training, and support strategies centered on customer success KPIs.
- Led migration to a consultative advisory model tied to client business goals.
Solution Consultant Senior Manager
RealPage Inc.
01.2019 - 06.2024
- Led multi-segment implementations (SMB, Corporate, Enterprise, Institutional) and governed delivery against scope, timeline, and quality.
- Authored and executed master project plans—owning risk registers, stakeholder communications, and change controls.
- Directed cross-functional implementation teams and SMEs to create a cohesive customer journey across RP solutions.
- Partnered with executive sponsors to validate migration approaches and confirm acceptance of technical deliverables.
- Translated business objectives into solution designs and success criteria that informed rollout decisions.
- Evangelized RealPage platform capabilities and workflows to guide architectural choices.
- Established change-management frameworks and client enablement paths; curated training resources to support adoption.
- Identified program risks early and activated mitigation strategies to protect outcomes.
- Acted as the voice of the customer to influence platform roadmap, education, and services.
Account Manager
On-Site.com/RealPage Inc.
01.2009 - 01.2019
- Managed daily account operations for multifamily portfolios; primary point of contact for service and escalation needs.
- Produced monthly performance reviews with actionable recommendations to reinforce retention.
- Executed compact account plans to increase product adoption and streamline property workflows.
- Coordinated cross-team responses to ensure consistent, timely service delivery.
Education
High School Diploma -
Pegasus High School
San Jose, CA01-2003
Skills
- Multifamily Housing Expertise
- Strategic Account Management
- SaaS Implementation & Integration
- Customer Success & Retention
- Technical Troubleshooting
- Cross-functional Leadership
- Executive Communication
Timeline
Platinum Support Specialist
RealPage Inc.
01.2025 - Current
Senior Advisor
LeaseLock
06.2024 - 12.2024
Solution Consultant Senior Manager
RealPage Inc.
01.2019 - 06.2024
Account Manager
On-Site.com/RealPage Inc.
01.2009 - 01.2019
High School Diploma -
Pegasus High School