Portfolio & Client Success Manager

Royal York Property Management; Medellín; Presencial; COP 67.072.000 - 80.486.000; Jornada completa

Descripción de la vacante

Royal York Property Management seeks a Portfolio Manager to oversee a diverse portfolio of property owners and tenants, ensuring proactive service, accurate documentation, and strong client relationships.

You will coordinate client accounts, monitor rent activity, review monthly financials, and manage renewals and service escalations while aiming to expand client relationships and protect revenues.

Formación

• Three or more years of experience in account management, portfolio management, property management, client success, relationship management, sales, or service operations.
• Experience managing multiple clients, accounts, properties, claims, cases, or active files simultaneously.
• Experience with client retention, renewals, objection handling, negotiation, account growth, or consultative sales.
• Experience monitoring rent, invoices, recurring payments, accounts receivable, or overdue balances.
• Excellent written and spoken English.
• Availability to work full-time during Eastern Time business hours.
• Reliable internet, backup connectivity or power, a suitable computer, and a professional environment for calls.

Responsabilidades

• Act as the primary contact for an assigned portfolio of property owners and tenants.
• Manage multiple client accounts, properties, and active service files.
• Complete client onboarding and collect required property, owner, and tenant documents.
• Provide proactive updates about completed work, outstanding issues, and next steps.
• Monitor rent collection and follow up on overdue balances.
• Review monthly property activity before owner payouts, including rent received, fees, expenses, invoices, reserves, and holdbacks.
• Coordinate maintenance requests with internal teams and external service providers.
• Handle owner and tenant complaints, urgent issues, and service escalations.
• Identify dissatisfied or at-risk clients and take action to prevent avoidable cancellations.
• Manage agreement renewals and discuss pricing or service concerns within company guidelines.
• Handle objections, reinforce the value of the company’s services, and identify appropriate opportunities to expand client relationships.
• Monitor tenant notices, vacancies, turnovers, and re-leasing activity.
• Maintain accurate CRM notes, documents, tasks, deadlines, and follow-ups.
• Identify stalled files and elevate financial, legal, or service risks when necessary.
• Use technology and AI tools to improve documentation, communication, reporting, and efficiency.

Conocimientos

Account management

Portfolio management

Property management

Client success

Relationship management

Sales

Negotiation

CRM

Communication

English proficiency

Herramientas

CRM system

Ticketing system

Property-management platform

Workflow management

Descripción del empleo

Royal York Property Management seeks a Portfolio Manager to oversee a diverse portfolio of property owners and tenants, ensuring proactive service, accurate documentation, and strong client relationships.

You will coordinate client accounts, monitor rent activity, review monthly financials, and manage renewals and service escalations while aiming to expand client relationships and protect revenues.