Grace Hill

• The Survey Program Manager owns the end-to-end client experience for Grace Hill’s annual survey programs, from onboarding through results delivery. • This role gathers requirements, configures the platform, trains client administrators, launches each annual program, and manages execution through reporting, analysis, and results presentation. • This role is the client’s primary point of contact for annual survey delivery and partners with Customer Success to drive adoption, satisfaction, and renewal. • Manage end-to-end execution of Grace Hill’s annual survey programs, from launch through reporting and analysis. • Present survey results in 60-minute webinar or in-person sessions to senior client audiences, with clearly organized content, strong delivery, and confident live Q&A. • Communicate the value of PerformanceHQ and Grace Hill solutions through a consultative approach, positioning platform capabilities against client-specific challenges. • Develop and manage detailed program timelines, ensuring milestones are met across concurrent client cycles. • Monitor progress, identify risks early, and implement mitigation strategies.

• Provide technical insight on integration feature/functionality (API, SFTP, SSO, Zoom, Microsoft Teams, PMS, and marketing integrations such as websites and ILS's) to sales and product teams • Liaison to marketing to aid in the development of technical presentations and demo assets explaining Grace Hill's integration capabilities to customers • Understand the complete value proposition of Grace Hill's integrations and assist in developing ROI statements tied to integration efficiency and risk reduction • Maintain extensive knowledge of integration architecture, data flows, and authentication methods across the Multi-Family product suite • Define integration scope during discovery — mapping prospect user journeys and identifying use cases to determine feasibility and complexity before a deal advances • Translate prospect and customer integration feedback into clear technical requirements for Product and Engineering • Collaborate with sales teams to understand customer integration requirements (SFTP feeds, API needs, SSO, conferencing tools) and provide technical sales support • Educate internal sales teams on Property Management Software (PMS) integrations — Yardi, Entrata, RealPage, and similar platforms — as well as marketing integrations including but not limited to websites and ILS's, and how they connect into the Grace Hill suite • Provide good competitive integration intelligence to marketing to aid in the maintenance of product battlecards • Relay knowledge of integrations in a way that is understandable to prospects and MF Sales Staff • Assist with preparing integration-related sections of proposals and all related customer documents (sales enablement) as needed • Provide direct support to the sales team as needed by collaborating to understand customers' integration requirements and providing sales support • Assist in strategic direction on GH MF integration training for internal teams specific to ramping up sales staff and overcoming knowledge gaps • Train other members of the sales team on the technical aspects of Grace Hill's integrations (APIs, SFTP, Zoom, Microsoft Teams, PMS, and marketing integrations such as websites and ILS's) • Establish personal rapport with potential and actual customers and technical stakeholders (IT, systems administrators) in a position to understand integration requirements • Provide product, service, or integration technical and engineering information by answering questions and requests of sales and customers/prospects • Assist with customer demos by explaining or demonstrating integration features/functionality and the pain it solves • Help establish VIP and Hot Prospects for sales prioritization where integration complexity affects deal timing • Properly document integration requirements in Salesforce to ensure proper targets are identified for the sales team • Achieving team sales goals and quotas outlined in variable compensation

• Execute complex historical data migrations • Configure Single Sign-On (SSO) integrations • Build API connections • Establish automated SFTP data feeds • Audit client-provided data files and advise on errors

• Own and self-heal our fleet of web scrapers • Keep daily scraping runs stable—monitoring, alerting, retries, and graceful handling of upstream failures • Use LLMs for resilient parsing and entity extraction from messy or changing HTML • Own and optimize the serving layer and the ETL/ELT pipelines feeding our BigQuery warehouse • Build our reporting infrastructure—data models, transformations, and dashboards • Drive data quality through rule-based checks and ML/LLM-based anomaly detection • Build and maintain production-grade MCP servers and agentic workflows

• Coordinate the logistics for new hires and offboarding for employees leave. • Help maintain our HRIS (ADP) and assist in building dashboards for turnover, diversity, and engagement metrics. • Support the planning and execution of virtual and in-person culture events, lunch-and-learns, and wellness initiatives. • Assist our Talent Acquisition team with interview scheduling and candidate communication to ensure a smooth 'candidate-to-employee' journey. • Own at least one long-term project, such as auditing our internal wiki (Notion/Confluence) or research for new benefit offerings.

• Clean and analyze product usage data (via Pendo, Mixpanel, or Amplitude) to identify friction points in the user journey. • Consolidate qualitative feedback from Sales, Support, and Gong recordings into actionable themes for the PM team. • Assist in maintaining product health dashboards, tracking metrics like NDR (Net Dollar Retention), MAU (Monthly Active Users), and feature adoption rates. • Audit and refine our internal documentation in Notion/Confluence to ensure a "single source of truth" for product specs and roadmaps. • Support the "Go-to-Market" (GTM) process by ensuring Marketing and Sales teams have the latest release notes and training materials. • Help optimize our product stack (Jira, Productboard, Figma) to reduce administrative overhead for PMs. • Coordinate with the Customer Success team to build a database of "Beta" users for new feature testing. • Design and deploy NPS (Net Promoter Score) or CSAT surveys and present findings to the leadership team.

• Audit and clean customer data within our CRM (Salesforce) and CS platform (e.g., Gainsight, Totango, or Channeltivity) • Assist in building dashboards that track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Churn Rate, and Health Scores. • Analyze customer usage patterns to identify accounts at risk or those "ripe" for expansion. • Document internal "Playbooks" (Standard Operating Procedures) for onboarding, renewals, and escalations. • Identify bottlenecks in the current customer journey and suggest automated workflows to reduce manual tasks for CSMs. • Help manage the CS tech stack, ensuring integrations between platforms are functioning correctly. • Assist in creating internal training materials and documentation for new CS hires. • Help manage the "Customer Success Library" of email templates, slide decks, and best-practice guides. • Work closely with Sales Ops and Marketing Ops to ensure a seamless handoff from "Closed-Won" to "Implementation." • Aggregate customer feedback for the Product team to help influence the product roadmap.

• Establish and maintain strong, trust-based relationships with key customers. • Regularly interact with customers to understand their goals, challenges, and overall satisfaction. • Build strong, long-term relationships with clients by maintaining constant communication and efficiently resolving issues with alternative solutions tailored to individual needs. • Serve as a primary point of contact for customer inquiries and escalations. • Conduct (at minimum) quarterly client success reports to ensure clients optimize Grace Hill’s product and service, issues are resolved proactively, and client goals are met. • Collaborate with the Onboarding Specialists to develop onboarding plans and ensure successful product implementation. • Educate customers on product features and best practices to drive adoption and maximize value. • Monitor customer health indicators and proactively address issues to prevent churn. • Develop and execute customer success plans to ensure ongoing satisfaction and value realization. • Collaborate cross-functionally with other departments at Grace Hill, such as Finance, Support, Product, and Sales, to ensure customer satisfaction.

• Own product and platform positioning that supports full-funnel marketing efforts, from awareness through adoption. • Develop messaging frameworks, value propositions, and persona-based narratives. • Translate product capabilities into clear customer outcomes and differentiated value. • Ensure consistent messaging across campaigns, launches, website, and sales materials. • Evolve positioning based on product strategy, customer insights, and go-to-market priorities. • Partner with Product, Demand Generation, Sales, and Customer Success to bring messaging to market. • Support product launches with aligned positioning and supporting content. • Develop sales enablement materials that communicate product value and use cases. • Identify messaging gaps and create content to support pipeline progression and adoption. • Ensure cross-functional teams have consistent messaging and content resources. • Develop and execute product-related content supporting demand generation, sales enablement, and adoption. • Create core assets including solution briefs, one-pagers, presentations, web copy, and campaign messaging. • Write and produce content for product launches, announcements, and go-to-market initiatives. • Refresh and maintain product content to align with updated positioning and packaging. • Own content development end-to-end, from concept through delivery.

• Build and manage a robust sales funnel by executing a creative territory strategy beyond standard cold calling • Conduct thoughtful research during preparation to ensure deep discovery and guidance throughout the sales cycle with decision-makers • Proactively procure leads and prospects to drive revenue growth and increase market share • Actively align customer business needs to appropriate solutions and position via storytelling • Lead high-impact presentations and demonstrations for key decision-makers, articulating the clear ROI of Grace Hill’s technology • Participate in a transparent feedback loop, leveraging key learnings from the field to improve personal performance and internal products • Work cross-functionally with internal partners for seamless transitions for new logos and maintain high client satisfaction • Implement and innovate upon core sales processes to move prospects quickly through the sales cycle. • Manage contract negotiations and individual sales activities with meticulous attention to detail within Salesforce.