Multifamily Ancillary Services Product Specialist

Summary

Cushman & Wakefield is seeking a Multifamily Ancillary Services Product Specialist to support its Ancillary Technology team. The role manages technology solutions, drives adoption, provides internal consultancy and subject matter expertise, supports AI-enabled tools, and coordinates with vendors and operational stakeholders on implementation, training, optimization, and issue resolution.

Responsibilities

• Adoption – drive utilization of assigned ancillary technology products across property and corporate teams; monitor engagement data, identify gaps, and partner with Operations leadership on site-level adoption plans
• Best Practice Guidance – develop and maintain standard operating procedures, workflows, and job aids; advise teams on how to use each platform to its full capability and align usage across the portfolio
• SME Support – act as subject matter expert and primary escalation point for assigned products; resolve user questions and coordinate with vendor support on issues requiring vendor action
• Proactive Intervention – review usage and performance reporting to identify underperforming sites or workflows, and intervene with targeted outreach, retraining, or configuration changes before issues escalate
• AI Enablement – support the evaluation, configuration, and rollout of AI-driven leasing and resident engagement tools; monitor conversation quality, escalation handling, and response accuracy, and partner with vendors on tuning and guardrails
• Partner with L&D to develop resources and training that ensure teams have current and accurate product knowledge, including onboarding materials, refresher sessions, and release-specific communications
• Lead configuration, validation, and rollout of new ancillary technology products and feature releases across the portfolio
• Support property and corporate teams through platform migrations, upgrades, and workflow optimization initiatives
• Support vendor release testing, validation, release communications, and training rollout
• Track open vendor tickets and escalations through resolution and monitor vendor performance against contracted service levels
• Document best practices, technical procedures, and training materials
• Collaborate with Product Managers and Ancillary Services leadership to support adoption and ancillary revenue growth initiatives
• Gather field feedback on product enhancements, operational needs, and emerging technology trends, and channel it to the vendor and Product Managers
• Serve as a trusted internal consultant and technical advisor to Operations and corporate stakeholders
• Provide support on additional tasks and projects as required

Skills

• 2–3 years of experience supporting property technology platforms such as Yardi RentCafe, RealPage Suite, EliseAI, Knock, or Happy Co. Additional technology solutions may require support as business needs evolve
• Strong knowledge of Microsoft Excel, including formulas, pivot tables, and data analysis tools
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical property and corporate audiences
• Experience delivering training or user support to distributed field teams
• Ability to manage multiple platforms and competing priorities in a fast-paced environment

Qualifications

Must Haves

• 2–3 years of experience supporting property technology platforms such as Yardi RentCafe, RealPage Suite, EliseAI, Knock, or Happy Co. Additional technology solutions may require support as business needs evolve
• Strong knowledge of Microsoft Excel, including formulas, pivot tables, and data analysis tools
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical property and corporate audiences
• Experience delivering training or user support to distributed field teams
• Ability to manage multiple platforms and competing priorities in a fast-paced environment

Benefits

• Eligible employees may enroll in health insurance.
• Eligible employees may enroll in vision insurance.
• Eligible employees may enroll in dental insurance.
• Flexible spending accounts for eligible employees.
• Health savings accounts for eligible employees.
• Retirement savings plans for eligible employees.
• Life insurance programs for eligible employees.
• Disability insurance programs for eligible employees.
• Paid and unpaid time away from work for eligible employees.
• Fully remote work arrangement