Note: The job is a remote job and is open to candidates in USA. Grace Hill provides technology-enabled performance solutions designed to help owners and operators of real estate properties enhance property performance. The Survey Program Manager owns the end-to-end client experience for the annual survey programs, managing everything from onboarding through results delivery and serving as the primary point of contact for clients.
Responsibilities
- Partner with clients to gather requirements, define success criteria, and build a tailored program plan for each annual cycle
- Lead platform setup, configuration, and customization aligned to client goals and contracted packages
- Conduct administrator onboarding and training focused on best practices and adoption
- Provide product demonstrations and admin training to drive confident, independent platform use
- Manage end-to-end execution of Grace Hill’s annual survey programs, from launch through reporting and analysis
- Learn and become proficient in less common survey project types and adjacent Grace Hill solutions (Realync, HelloData)
- Manage recurring annual cycles in partnership with the Customer Success Manager, making strategic recommendations that improve program outcomes year over year
- 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
- Reinforce results value through case studies, benchmarks, and data-backed recommendations
- Serve as a trusted advisor guiding clients toward measurable business outcomes
- Develop and manage detailed program timelines, ensuring milestones are met across concurrent client cycles
- Monitor progress, identify risks early, and implement mitigation strategies
- Recognize out-of-scope requests, offer appropriate solutions, and escalate before issues surface
- Maintain accurate program documentation for internal and client reference
- Track and report key delivery metrics to leadership
- Partner with Product, Sales, and Customer Success to ensure seamless delivery
- Escalate technical, integration, and process blockers with a proposed solution attached
- Contribute to process improvements that enhance scalability and efficiency
Skills
- Bachelor's degree in business, social sciences, or a related field, or equivalent work experience
- 2 to 5 years in SaaS implementation, survey delivery, project management, or client onboarding
- Demonstrated ability to present data and results confidently to senior and executive audiences
- Strong consultative communication skills, with the ability to explain technical concepts to non-technical audiences
- Proven track record managing multiple concurrent programs and meeting deadlines in a fast-paced environment
- Proficiency with CRM and project management software (Salesforce, Asana, Smartsheet) and G-Suite
- Strong problem-solving skills and attention to detail
- Ability to build rapport and maintain strong client relationships
- Comfortable with occasional travel
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401K
- PTO
- Life insurance
- Disability insurance
- More
Company Overview