Sentral

Customer Support

• Monitor and respond to all incoming Yardi support tickets within one hour of SLA.
• Triage, troubleshoot, and resolve issues efficiently, providing clear communication to requestors throughout the process.
• Escalate unresolvable issues to Yardi vendor support with detailed, well-documented cases and manage them through to resolution.
• Yardi training to users based on recurring ticket submissions to mitigate on go forward.
• Audit and maintain user access on an ongoing basis, deactivating accounts for departing employees in a timely manner.
• Manage department-level changes as the organization evolves, including activating and inactivating departments as needed.
• Configure property lists and system settings for each newly onboarded asset so properties appear correctly across all relevant views, reports, and modules from transition day.
• Collaborate with finance, operations, and leadership to build and maintain custom reports tailored to Sentral’s needs.
• Execute the full Yardi shutdown process for properties being dispositioned, ensuring a clean system handoff.

Yardi Support Specialist

Operations

• Directs and leads a region of communities (generally more than 10 communities) by implementing the policies, procedures and practices, which enable each community to meet and exceed budgeted financial goals and achieve operational performance objectives.
• Leads community operations to establish revenue, expenses, NOI, capital expenditures goals and ensure lifts associated with the overall business plans at underwriting are achieved.
• Closely monitors all elements of financial performance; analyze financial statements and make necessary operating adjustments; hire, direct, and supervise internal teams to achieve business plan.
• Develops Property Teams by ensuring that only the highest caliber personnel are recruited and selected to represent the communities.
• Provides coaching, guidance and mentorship to RGM’s and Property leadership.
• Ensures all teams receive appropriate training and delegate responsibility as appropriate to build team development.
• Undertake periodic reviews of operating metrics and financial statements to ensure each community meets performance goals, making curative recommendations to close observed gaps.
• Creates an executive management plan for the market and drive the revenue and expense goals for the community.
• Contributes to the establishment and refinement of work quality, cultural initiatives and best practices to drive results as a team.
• Manages client relationships which allow for seamless conflict resolution, account maintenance, and overall development of client relationships.
• Analyzes property financial performance as it relates to other portfolio assets.
• Reviews annual budget as submitted by the RGM; provides feedback and commentary before submission to ownership.
• Assures compliance with all regulatory and statutory programs.
• Responsible for reviewing revenue, expenses, staffing levels, guest reviews and implementing critical action plan as needed.
• Responsible for performing monthly/quarterly site walks to ensure standards are being met and to problem solve any existing asset condition issues.
• Resolves elevated customer complaints and employee issues in a manner that is respectful and in the best interest of the company, associates, customer and community.
• Reviews, approves and monitors the completion of all capital projects being performed at communities.
• Partners with marketing managers in the development and deployment of marketing programs for each community to ensure optimal results.
• Conducts talent management reviews, annual performance evaluations and goal setting in partnership with Regional Manager Team.

Yardi Support Specialist

Vice President – East Coast Operations