Account Manager-MultiFamily Accounts

Company: Grace Hill
Location: Greenville
Posted on: April 10, 2021

Job Description:

This is a remote position.

Role Overview

The Account Manager will be a knowledgeable resource on all Grace Hill products, and is responsible for managing all aspects of the relationship with your assigned Grace Hill clients. Through intentional and effective client engagement, the Account Manager will be responsible for onboarding new accounts, securing agreement renewals, recommending and obtaining product upsells, assisting your clients with identifying solutions, and being a helpful training partner for your clients and their organizations. The Account Manager must be able to effectively communicate with members of leadership on the status of your accounts at any given time, and will be expected to maintain accurate records through Salesforce by logging all conversations, actions, and tracking all sales opportunities effectively.

Primary Responsibilities

Client Engagement

• Understand client-facing reports and how to use them during client meetings.
• Create a Success Plan with the client to set goals, track performance, increase client accountability, and review successes.
• Maintain regular and effective communication with clients through regular conversations and meetings.
• Use excellent client relationship building strategies to build rapport with clients and keep them engaged.
• Maintain a pulse on the high-level initiatives for clients, and their team member's movements, to better enable Grace Hill as a training partner.
• Notify clients of upcoming product releases or enhancements, new courses, and upcoming Grace Hill events.
• Proactively identify sponsorship opportunities with clients.
• Attend networking, association, and customer events as needed.
• Become the client's trusted advisor, fostering client relationships.
  Retention
  
  • Contact clients in a timely manner with renewal pricing and term information through an FBR, and participate in any necessary negotiations.
  • Prepare and execute new agreements in Salesforce.
  • Schedule annual in-person meetings with clients as identified with your Director.
    Risk Identification
    
    • Discuss reasons for cancellation with clients, if applicable, and make every effort to save the account, up to and including notifying and involving Grace Hill leadership.
    • Create action plans when low performance indicators are recognized.
    • Identify clients at risk of ending service.
    • Identify clients that are unhappy/unsatisfied.
    • Take timely, proactive actions to minimize risks.
      Upsell Discussion and Execution
      
      • Use conversations with clients to determine needs and identify upsell opportunities.
      • Facilitate platform, product, and course demonstrations with key decision makers.
      • Maintain accurate records of upsell opportunities and efforts in Salesforce.
      • Prepare and execute agreements in Salesforce.
      • Develop an understanding of the client's business and recommend Grace Hill products and services to improve business performance.
        Onboarding of New Clients
        
        • Work closely with the Sales Team when new accounts are brought on board through coordination calls.
        • Guide new clients through the implementation process to ensure a successful launch.
          Documentation
          
          • Keep accurate and up-to-date records of each client's account status, conversations, activity, and notes in Salesforce.
          • Contribute to the overall reporting by keeping Salesforce updated.
            Other Projects
            
            • Work closely and effectively with other departments to successfully execute other projects and tasks on an as-needed basis.
            • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
              
              Education/Qualifications
              
              • High school diploma or GED required; college degree preferred
              • Minimum of two years' experience in a sales, management, and customer service role
              • Effective time management skills
              • Logistical, problem-solving, and decision-making skills
              • Ability to anticipate customers' needs and match them with appropriate products and services
              • Advanced problem resolution skills and communication abilities (both verbal and written)
              • Excellent interpersonal skills, emotional intelligence, and the ability to effectively communicate with staff at all levels
              • Multifamily experience preferred
              • In-person client visits may require travel (up to 50%)
                
                Grace Hill is the market leader in strategic Human Capital Management and Customer Experience for the Real Estate industry. We help Real Estate operators and investors globally to improve portfolio performance by channeling the voice of their customers (residents, tenants) into how their property and team operate to drive improved NOI, vacancy and retention rates. Our software platform provides intelligent integrated solutions, including: Talent Management, Policy and Compliance Management and Customer Experience Management.
                
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Keywords: Grace Hill, Greenville , Account Manager-MultiFamily Accounts, Executive , Greenville, South Carolina