Client Success & Retention Manager - Property Management

Royal York Property Management; Perimetro Urbano Pereira; Presencial; COP 95.812.000 - 109.499.000; Jornada completa

Descripción de la vacante

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team. You will ensure owners and tenants receive consistent service, manage relationships, and oversee all stages of client lifecycle.

This hands-on role requires strong leadership, organization, and knowledge of property management. You will work with a remote team aligned to Eastern Time, drive retention metrics, and coordinate renewals, escalations, and

Formación

• Four or more years of North American residential property-management experience.
• At least two years leading or managing client-facing operations.
• Experience with owner/tenant communication, rent collection, renewals, and maintenance.
• Experience holding employees to deadlines and performance expectations.
• Proficient with property-management software (Buildium, AppFolio, Yardi, etc.).
• Excellent written and spoken English.

Responsabilidades

• Lead and coach the property-management team to deliver consistent service.
• Conduct onboarding calls and regular owner/tenant check-ins.
• Identify at-risk clients and take action to prevent cancellations.
• Renew and follow up on property-management agreements.
• Monitor rent collection, arrears, and legal notices.
• Oversee maintenance requests and ensure timely resolution.
• Handle escalated owner and tenant concerns.
• Ensure tenant renewals and retention efforts.
• Coordinate advertising, leasing, and turnover when tenants depart.
• Oversee occupied-property takeovers and ensure leases and records are complete.
• Ensure tenants receive proper notifications and introductions.
• Track overdue tasks and team performance; produce risk reports.
• Improve workflows, standards, and accountability.

Conocimientos

Leadership

Client focus

Organization

Accountability

Decision-making

Herramientas

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Descripción del empleo

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team. You will ensure owners and tenants receive consistent service, manage relationships, and oversee all stages of client lifecycle.

This hands-on role requires strong leadership, organization, and knowledge of property management. You will work with a remote team aligned to Eastern Time, drive retention metrics, and coordinate renewals, escalations, and