Portfolio Manager: Client Success & Growth

Royal York Property Management; Región Centro; Presencial; MXN 370.000 - 443.000; Jornada completa

Descripción de la vacante

Royal York Property Management is seeking a Portfolio Manager to oversee a portfolio of property owners and tenants, ensuring proactive communication, accurate accounting reviews, and timely renewals.

You will own the client lifecycle, coordinate service providers, monitor rent activity, and identify opportunities to deepen client relationships while upholding company standards and processes.

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.
• 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 managing deadlines, financial concerns, sensitive information, and client expectations.
• Excellent written and spoken English.
• Available to work full-time during Eastern Time business hours.

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.
• 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 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

Client success

Relationship management

Sales

Herramientas

CRM

Ticketing system

Property-management platform

Workflow management system

Descripción del empleo

Royal York Property Management is seeking a Portfolio Manager to oversee a portfolio of property owners and tenants, ensuring proactive communication, accurate accounting reviews, and timely renewals.

You will own the client lifecycle, coordinate service providers, monitor rent activity, and identify opportunities to deepen client relationships while upholding company standards and processes.