Nathan Brown Career Background

What is your biggest career achievement?

• I am the author responsible for House Views on a variety of emerging technologies for Greystar’s 3,100+ communities. I am most proud of these thought leadership pieces given the direct impact they have on my team members making informed decisions affecting their assets. I empower our senior and executive leaders by distilling complex solutions and business models into simplified examples and actionable decisions.
  
  I am typically painting on a blank canvas with these categories. This is emerging technology, so the industry and I tend to be building the plane as we fly it. The spectrum of questions I receive varies greatly by the type of stakeholder, but I am extremely fulfilled by the opportunity to impart the trends I am seeing and share how the pilots I conducted support or disprove the adoption of new technology.
  
  One example of this work is EV charging. I have become a champion for EV charging for Greystar by working with dozens of operators to solicit bids for chargers, reviewing product performance, auditing financial impact of deployments at 150+ properties, and collaborating with 30+ suppliers to vet and pilot various solutions. This research advances an EV charging strategy that satisfies residents, operators, and owners.

Given your past experiences, what event/ project or moment would you revisit and how would you go about it differently based on your current frame of mind?

• In hindsight, I would have prioritized early engagement with our operators to better understand their unique challenges and needs. While I thrive in exploring new technologies and devising business models, this pursuit can lack impact without a grasp of my teammates' and residents' struggles.
  
  During my early days at Greystar, I grappled with comprehending the alignment of various products across client tech stacks and property management systems. As I delved deeper, a conversation with an assistant community manager at my own residence revealed my oversight in understanding how on-site teams utilize their tech. Prompted by this realization, I initiated interviews and shadowing sessions with community managers and service technicians in the area.
  
  This immersion taught me a crucial lesson: effective solutions stem from a full understanding of the problems. It's impossible to design meaningfully without a deep understanding. Engaging and empathizing with our operators revealed that their challenges are the bedrock of crafting solutions that genuinely enhance their experiences and in turn create better outcomes for our residents.

From your perspective, what is the industry lacking to support the modern renter and how do you plan to help supply that need? 

• A streamlined shopping experience, as well as the absence of robust loyalty and rewards programs, represent a significant gap in supporting the modern renter. Today’s renter wants to shop, apply, and lease an apartment with the same level of ease as booking an Airbnb. Consumers demand convenience, transparency, and flexibility in their rental experience, and many property management processes are still mired in traditional, paper-based methods. With this higher level of transparency in the market, the modern renter increasingly expects to be rewarded for remaining a loyal, high-quality resident.
  
  In my current role, I am well positioned to enact change as it relates to elevating the customer experience. I continue to evaluate and de-risk the technology that simplifies aspects of the entire renting journey, from application and paying rent, to car charging and maintenance requests.
  
  Firms are working hard to make a seamless transition along the leasing journey for customers, from prospect to resident. By working with suppliers, creating business cases, and piloting new point solutions, I open the doors for programs that emphasize loyalty, rewards, and a modern shopping experience, while satisfying both operations teams and today's tech-savvy, convenience-driven renters.