What are the responsibilities and job description for the Implementation and Customer Success Manager, Senior Living position at Engrain?

Description

Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.

Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.

As an Implementation and Customer Success Manager, Senior Living , you will drive the success of Engrain’s senior living clients, ensuring retention, growth, and satisfaction. You will serve as the primary contact for customers, addressing challenges, identifying opportunities, and managing software implementation projects. This role requires exceptional communication, project management skills, and a customer-centric mindset to foster loyalty and enhance engagement. You will often encounter challenging situations and complex inquiries, requiring you to maintain patience, empathy, and a calm demeanor while effectively addressing customer concerns.

The position requires industry expertise, along with the ability to plan, develop and execute sound project management strategies that meet critical milestones and exceed customer expectations.

You will be a part of a team of 7 Customer Success Managers reporting to the Director of Customer Success and working closely with the Sales, Product, Implementation, and Customer Support teams. You will also represent Engrain at sales events and trade shows (up to 10% travel)

What you’ll do as a Customer Success Manager…

Build strong customer relationships, reducing churn and driving retention
You will be the point of escalation for your customers and act to mitigate challenging situations by corralling the right stakeholders to drive solutions
Work closely with Engrain’s team leads in Sales, Product, and Implementation to drive product usage, engagement, account penetration, expansion, and renewals
Regularly lead strategy sessions with key customers to educate them of new products and to ensure success and ongoing expansion
Create, monitor, and forecast key account metrics, ROI, and revenue

What You’ll Do as an Implementation Specialist…

Serve as the project manager for all TouchTour senior living projects

Ensure quality by proofreading, reviewing designs, and testing technology pre- and post-customer review

Act as the first point of escalation for support issues and customer inquiries.

Manage project schedules to meet critical milestones and coordinate tasks across departments to ensure efficient project execution

Resolve project roadblocks by influencing internal and external stakeholders

Conduct live training sessions for stakeholders and users

Troubleshoot technical issues and provide scalable solutions as a subject matter expert

Collaborate with product managers to recommend new features based on customer feedback

Requirements

What you offer us...

Bachelor’s degree preferred

3-5 years of experience in the senior living industry

Drive and passion for generating high levels of customer satisfaction

Strong communication skills

Extensive experience with managing and problem solving with difficult customers

Ability to prioritize customer / internal stakeholder requests based on severity

Adept at solving problems and making succinct decisions

Able to understand new technology platforms and the opportunities / challenges they present, as well as interactive best practices, user experience, and user interface

What we offer you...

Salary Disclosure for Colorado : annual salary of $90,000 - $100,000 . Final offer amount is determined by factors including years and depth of candidate’s experience, certifications, and skill set alignment to the job requirements

Various health, dental, and vision insurance plans to choose from

Up to 12 weeks of paid parental leave

Up to 18 days annually of PTO & 10 holidays per year

Dog-friendly office

401k match up to 4 percent

Annual reimbursement for learning & growth opportunities through our Grow450 program

On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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Salary : $90,000 - $100,000

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Implementation and Customer Success Manager, Senior Living

What are the responsibilities and job description for the Implementation and Customer Success Manager, Senior Living position at Engrain?

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