Account Manager, Support Services

Account Manager, Support Services

Position Type: Full-time

Work Location: Remote

Reports To: Manager, Support Services

Summary:

As a Account Manager, Support Services, you will play a crucial role in ensuring the success of our multifamily & commercial clients by providing deep technical expertise about our proprietary software platforms and strategic guidance on the use of those systems. You will work in close partnership with a dedicated Customer Success Manager (CSM) to holistically manage client relationships, ensuring both their technical needs and overall business objectives are met. You will also partner closely with our data analyst team to develop compelling presentations to C-suite executives, asset managers, and property owners/operators. This collaborative approach will allow us to deliver exceptional value and foster long-term partnerships.

Account Management:

• Act as the primary technical advisor and point of contact for assigned clients, working in tandem with the assigned Customer Success Manager to build a bridge between our software solutions and the client’s goals
• Conduct regular technical reviews to assess client platform performance, identify areas for optimization, and provide actionable recommendations, sharing these insights with the CSM to inform overall client strategy
• Efficiently manage an ongoing portfolio of high volume,simultaneous projects, ensuring timely delivery and exceptional quality at every milestone
• Develop and maintain strong relationships with key client stakeholders, understanding their unique business goals and challenges to instill loyalty and increase adoption
• Lead client-facing meetings, ensuring all parties are informed and aligned on current expectations and outcomes
• Deliver high-impact presentations of results to senior-level client audiences, translating data into actionable recommendations that drive change. Travel for onsite presentations when requested by the client
• Update key client data and documentation in implementations/projects, programs, and other client-related records in our CRM and project management platforms
  
  

Data Analysis & Reporting:

• Partner with the analyst team to ensure the accurate interpretation and analysis of client’s customer experience data, including results from customer surveys, online reputation, and other Grace HIll solutions, identifying key trends and patterns
• Guide the creation of visually compelling and informative reports and presentations that communicate the customer and employee experience findings
• Work with the CSM team to develop customized recommendations and action plans based on the insights
  
  

Subject Matter Expertise:

• Develop a deep understanding of clients' technical environments and use cases for our platform, collaborating with the CSM to understand their overarching business goals
• Lead technical discussions and workshops to educate clients on platform capabilities and new features, often collaborating with the CSM to tailor the content to the client's specific needs and business context
• Serve as a subject matter expert on best practices and industry trends
• Provide strategic guidance and recommendations to clients, helping them leverage customer and employee experience data to optimize their business performance
• Contribute to the creation of technical documentation, knowledge base articles, and best practice guides, ensuring alignment with client-facing communication led by the CSM
• Continually expand your knowledge of the multifamily and commercial real estate industries to serve Grace Hill’s clients better
  
  

Qualifications

• High school diploma required
• College degree preferred or an equivalent combination of relevant education and work experience, preferably in analytics, project management, market research, management consulting, or related field
• Excellent project management skills, with a track record of successfully managing large project loads
• Ability to work autonomously in a fast-paced organization
• Strong interpersonal, relationship-building, and teamwork skills, with the ability to interface at all levels of management and personnel, both internally and externally, with a high level of customer/client service mentality
• Experience delivering presentations to clients and translating data to execution plans strongly preferred
• Experience with Salesforce, CRMs, Google Workspace, and project management tracking tools is a plus
• Experience with customer experience, employee experience, and online reputation data is a plus
  
  

About Grace Hill

Grace Hill provides industry-leading SaaS technology solutions designed to make a positive impact in real estate and improve the lives of people where they work and live. Harnessing years of real estate experience and the understanding that people are better together, Grace Hill helps owners and operators increase property performance, reduce operating risk, and grow top talent. More than 500,000 professionals from over 1,700 companies rely on Grace Hill’s talent performance solutions covering policy, training, assessment, survey, and data-driven insights. Visit us at gracehill.com or on LinkedIn.and to have a positive impact on our industry, our clients, and our company and join our team.

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