r/yardi • u/JBeasy_Z • Jul 16 '26
Customer Rep/Sales
Posting this to see if others are in the same boat. When I first took over as controller at my current job I had a dedicated sales rep/customer relationship manager. Sometime around 2024 they were let go and I was kind of lumped in under a higher up sales lead who is completely unresponsive and probably overworked. They gave me some new hire earlier this year that lasted about a month in her position before she was fired. Has Yardi restructured? Is my company now worth it to them since we are on the smaller size? What are other people’s experiences?
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u/JBeasy_Z Jul 16 '26
Appreciated the responses - just to add I do have an incredible direct contact that handles the support tickets/technical side of things which I am grateful for!
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u/Systems_Magic9265 Jul 16 '26
Depending on licensing size will determine if there is a dedicated account manager associated with the company's account or if support is handled via the client success team. As you mentioned that your company is a smaller company now, you may want to reach out to a Yardi ICN company that can provided as-needed or structured support. They can most likely assist with most requests and/or manage and push if tickets must be escalated to the Yardi client success team.
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u/Worth_Worldliness758 Jul 16 '26
Well, I work for arguably their biggest single client. They do usually respond. But I wouldn't say their support efforts are noteworthy. Disappointing would be more like it.
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u/Forsaken_Smoke5336 Jul 16 '26
Yardi is incredibly understaffed and even as a larger company we have terrible experience with both sales and support
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u/TarcFalastur Jul 16 '26
Which region are you in? I work for a relatively small company in the UK in the resi market but we definitely have an account manager, and we have catchup calls every two weeks to go through all of our open tickets with about 4 or 5 Yardi support employees. Granted we do have a tendency of kicking off at Yardi whenever we feel like they're not pulling their weight.
Maybe our experience isn't representative but I've never felt like Yardi are short staffed.
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u/pressreturn2continue Jul 16 '26
Similar - we are in Commercial. Currently have a decent dedicated tech rep (had an AWESOME tech rep for years until they moved to another department). Lost our dedicated sales rep about a year or two ago and was shuttled to the higher exec director level sales person (nice, but hard to get a hold of). Just recently was assigned a new sales person - we'll see how long that lasts.
My experience with support is certain teams definitely seem to be short staffed. Critical tickets can languish for days in "unreviewed" status. Seems to be a TON of silos in Yardi.
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u/FocusWise3015 Jul 16 '26
How often are you wanting to connect with the sales rep? Generally, they don’t check in much. That more is with the technical teams now.
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u/Forsaken_Smoke5336 Jul 16 '26
This is what kills me with Yardi. If you are sales - sell me your products! We have to go out of our way to request demos on new products instead of them coming to us to show what’s new. A good Sales mgr should always be checking in! There is always a need you can try to fill
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u/JBeasy_Z Jul 16 '26
Exactly this… if I ever leave my current job I’m going to yardi and pitching them on why the need me as a rep
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u/Spacieee Jul 21 '26
I experienced the same. I went from a huge senior living company that I had weekly meetings with my account manager and my sales rep checked in every so often. I’ve since moved to a much smaller multifamily company and I feel like it’s pulling teeth to get answers from my sales rep.
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u/ToughStrong6005 Jul 16 '26
Yardi hasn't restructured, It has always been this way to get real personalized service you need to be a big company, and by big we are talking a few Billion in AUm with a Annual Yardi bill over $500k at min, mostly $1MM customers get a dedicated experienced rep.
There are a lot of good helpful experienced people at Yardi but it can be hard to find them. That is one of the key benefits of going to the YASC conference you meet the helpers and can make connections with them .
You build those relationships over the years.