Portfolio Manager

Royal York Property Management, inc.; Medellín; Híbrido; COP 67.072.000 - 80.486.000; Jornada completa

Descripción de la vacante

Royal York Property Management, inc. is hiring a Portfolio Manager to oversee a portfolio of property owners, tenants, and active service files. This remote role reports into the Eastern Time hours and requires strong service ownership and sales ability.

You will monitor rent and account activity, coordinate property services, renew agreements, and protect client relationships. Direct property-management experience helps, but related experience in account/portfolio management and client success

Formación

• Three or more years of experience in account/portfolio management or related fields.
• Experience managing multiple client accounts, properties, or active files simultaneously.
• Excellent written and spoken English.
• Experience with CRM, ticketing systems, or property-management platforms.
• Strong communication, negotiation, and client-retention skills.

Responsabilidades

• Act as the primary contact for an assigned portfolio of property owners and tenants.
• Manage multiple client accounts, properties, and active service files.
• Onboard clients and collect required documents.
• Provide proactive updates on completed work and next steps.
• Monitor rent collection and follow up on overdue balances.
• Review monthly activity before owner payouts and reconcile accounts.
• Coordinate maintenance requests with internal teams and external providers.
• Handle owner/tenant complaints and service escalations.
• Identify at‑risk clients and pursue renewals and expansions.

Conocimientos

Account management

Client communication

Relationship management

Negotiation

Sales / upsell

English proficiency

Herramientas

CRM software

Ticketing system

Property-management platform

Workflow-management system

Descripción del empleo

Type Full-Time · Remote

Location(s) Medellín, Antioquia, Colombia

Compensation CAD $30,000 - CAD $36,000 Annually

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C$30,000–C$36,000 Annually | Full-Time | Remote | Eastern Time Hours

The Opportunity

Royal York Property Management is hiring a Portfolio Manager to manage a portfolio of existing clients, properties, and active service files.

You will keep clients informed, monitor rent and account activity, coordinate property services, resolve problems, renew agreements, and protect client relationships.

This role requires strong service ownership and sales ability. You must be comfortable handling objections, explaining value, discussing pricing, preventing cancellations, and identifying opportunities to expand client relationships.

Direct property-management experience is preferred but not required. Candidates with strong experience in account management, portfolio management, client success, relationship management, sales, or service operations are encouraged to apply.

What You’ll Own

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.

Investigate account discrepancies and coordinate corrections with the accounting team.

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 identify stalled files and ???

Use technology and AI tools to improve documentation, communication, reporting, and efficiency.

What You’ll Need

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.

Confidence reviewing account activity, statements, expenses, and supporting documents.

Strong client communication and experience handling complaints or escalations.

Excellent organization, documentation, and follow-through.

Experience using a CRM, ticketing system, property-management platform, or workflow-management system.

Ability to coordinate work across internal departments and external providers.

Strong judgment when managing deadlines, financial concerns, sensitive information, and client expectations.

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.

Experience in property management, leasing, real estate operations, housing, facilities, insurance, financial services, SaaS, telecommunications, managed services, or another recurring-service industry will be considered.

What Success Looks Like

Success means maintaining an organized portfolio, communicating proactively, collecting rent promptly, reviewing property accounts accurately, resolving service issues, securing renewals, protecting client relationships, and supporting portfolio growth.

Who Will Succeed

The right person takes ownership instead of waiting to be reminded. You are comfortable handling difficult conversations, challenging unclear explanations, negotiating professionally, and coordinating several parties until a problem is fully resolved.

You are client-focused and commercially aware. You know how to protect a relationship without making promises, offering discounts, or bypassing procedures simply to satisfy a client.

Compensation

The annual compensation range is C$30,000–C$36,000, based on relevant experience, qualifications, and demonstrated ability.

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