Technical Account Manager, Support Services

Summary

Join Grace Hill as a Technical Account Manager and play a crucial role in ensuring the success of our multifamily & commercial clients. You will provide deep technical expertise on our proprietary software platforms and strategic guidance on their use, working closely with a Customer Success Manager (CSM) to manage client relationships and meet their technical and business needs. Partner with our data analyst team to create compelling presentations for C-suite executives and property owners. This collaborative approach delivers exceptional value and fosters long-term partnerships. You will act as the primary technical advisor for assigned clients, conduct regular technical reviews, manage a portfolio of projects, and develop strong client relationships. You will also lead client meetings, deliver presentations, and update client data in our systems. Finally, you will partner with the analyst team to interpret client data, create reports, and develop recommendations.

Requirements

• High school diploma required
• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• 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
• 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