Director, Survey Support Services Job Description

Director, Survey Support Services

Position Type: Full-time

Work Location: Remote

Role Overview: 

Grace Hill is seeking an innovative and strategic Director of Survey Support Services to lead our post-sale client support organization for our industry-leading survey products. Reporting to the Senior Director of Support Services, this senior leadership position offers the opportunity to drive operational excellence while building and developing high-performing teams. The role combines strategic leadership, technical expertise, and a passion for customer success, making it ideal for someone who thrives on creating scalable solutions and delivering exceptional client experiences. The ideal candidate will have prior experience in SaaS, preferably with a background in the Multifamily or Commercial Real Estate industry, and a proven track record of managing survey programs. 

Primary 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. 

Qualifications

Essential Experience

• 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

Desired Background

• 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

What Sets You Apart

• 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

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.

We serve customers in Multifamily and Commercial Real Estate in the United States and beyond, with over 7 million units and 2.5 Bn Sq Feet covered today. Though we are a twenty-year-old software company, we are highly entrepreneurial and constantly looking for innovative ways to solve our clients, problems using software, content and data. We value diverse perspectives and are looking for truly collaborative individuals that want to have a positive impact on our industry, our clients and our company to join our team.