Multifamily Account Manager Operations Specialist Level I

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.

Muni Billing 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.

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 Muni Billing Solutions. The Multifamily Client Operations Specialist will collaborate closely with all internal Muni Billing teams and external ecosystem partners to coordinate client support, resolve billing operations issues, and contribute to client satisfaction and retention.

• Build and maintain trust-based relationships with clients by helping them successfully utilize the Muni Billing 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

Muni Billing 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.

• Serve as a functional subject matter expert on multifamily billing processes using the Muni Billing application
• Support clients in maximizing value from Muni Billing 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 elevate 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…