Remote Client Success & Property Experience Manager

Royal York Property Management, inc.; Sur; On-site; COP 94,437,000 - 107,928,000; Full time

Job summary

Royal York Property Management, inc. is seeking a Client Retention & Customer Experience Manager to lead our property-management team from Cali, Valle del Cauca, Colombia, with remote work options. The role is full-time and aligned with Eastern Time business hours, offering CAD 42,000–CAD 48,000 annually and compensation based on experience.

You will drive owner/tenant onboarding, retain clients, resolve issues, and ensure renewals, turnovers, and service standards across the portfolio.

Qualifications

• Four or more years of North American residential property-management or closely related experience.
• Experience leading or managing property managers or client-facing operational teams.
• Experience with owner and tenant communication, rent collection, renewals, maintenance, leasing, turnovers, and escalations.
• Excellent written and spoken English.
• Ability to work full-time during Eastern Time business hours.
• Canadian or Ontario property-management experience preferred.

Responsibilities

• Manage, coach, and evaluate the property-management team.
• Ensure owner and tenant onboarding calls and regular check-ins are completed.
• Identify dissatisfied or at-risk clients and take action to prevent cancellations.
• Ensure property-management agreements are followed up on and renewed.
• Monitor rent collection, arrears, legal notices, and legal matters.
• Ensure maintenance requests are assigned, followed up on, and resolved.
• Handle escalated owner and tenant concerns.
• Monitor tenant renewals and support reasonable tenant-retention efforts.
• When a tenant is leaving, ensure advertising, professional photography, leasing, and turnover activities begin promptly.
• Oversee occupied-property takeovers and ensure all leases, tenant records, property information, and required documents are collected.
• Ensure tenants receive the appropriate management notification and introduction.
• Track overdue tasks, unresolved cases, response times, and property-manager performance.
• Produce clear reports identifying risks, missed deadlines, and required actions.
• Improve workflows, service standards, documentation, and accountability.

Skills

Client management

Account management

Customer experience

Leadership

Property management

Real estate

Remote team management

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management, inc. is seeking a Client Retention & Customer Experience Manager to lead our property-management team from Cali, Valle del Cauca, Colombia, with remote work options. The role is full-time and aligned with Eastern Time business hours, offering CAD 42,000–CAD 48,000 annually and compensation based on experience.

You will drive owner/tenant onboarding, retain clients, resolve issues, and ensure renewals, turnovers, and service standards across the portfolio.