Director, Survey Support Services

Summary

Join Grace Hill as the Director of Survey Support Services, a remote, senior leadership role leading post-sale client support for industry-leading survey products. You will drive operational excellence, build high-performing teams, and oversee the entire client journey. This position requires strategic leadership, technical expertise, and a passion for customer success. The ideal candidate possesses SaaS experience, preferably in Multifamily or Commercial Real Estate, with a proven track record of managing survey programs. You will collaborate with cross-functional teams, mentor team members, and leverage data-driven initiatives to enhance service efficiency and client satisfaction. This role offers the opportunity to lead and develop high-performing teams while implementing innovative solutions.

Requirements

• 5+ years of progressive leadership experience in SaaS customer support, professional services, or similar client-facing roles
• Proven track record of building and scaling support organizations
• Demonstrated success in implementing process improvements that drive measurable results
• Strong technical acumen with experience in complex software implementations
• Excellence in stakeholder management and executive communication

Responsibilities

• Lead and manage high-performing teams, including four managers across Implementations, Project Management, Delivery, and Analytics functions
• Drive operational excellence by developing and implementing strategies to improve key performance indicators, including maintaining exceptional Implementation CSAT ratings and reducing time-to-implementation
• Oversee the end-to-end client journey for post-sale support, focusing on smooth data transfer, proactive issue resolution, and high-quality service delivery
• Collaborate with cross-functional teams, including Product Development and Customer Success, by participating in weekly stand-up meetings to relay client feedback and influence product roadmaps
• Provide leadership and mentorship, fostering the professional development of managers and team members. Identify and promote high-potential talent, with a focus on internal growth opportunities and retention
• Manage complex escalations and ensure timely resolution of high-level client issues
• Drive technology adoption and optimization, including Salesforce and project management tools
• Partner with stakeholders to ensure that client needs are met across all levels of the organization, enhancing client retention and product utilization
• Lead data-driven initiatives, using analytics to identify areas of improvement and implement changes that enhance service efficiency and client satisfaction
• Promote a culture of collaboration and accountability, ensuring all teams are aligned in delivering a consistent and seamless client experience
• Incorporate AI-enabled solutions to create scalable efficiencies and reduce time-to-implementation by automating routine tasks and streamlining workflows

Preferred Qualifications

• Experience in Multifamily or Commercial Real Estate technology
• Track record of successful remote team leadership
• History of implementing innovative solutions to complex operational challenges
• Advanced knowledge of Salesforce and modern project management methodologies
• Strategic mindset with the ability to balance long-term vision with day-to-day execution
• Data-driven approach to decision-making and performance optimization
• Strong executive presence and ability to influence across organizational levels
• Pattern of promoting and developing internal talent
• Passion for technology and its application in solving business challenges

Benefits

Remote work