Implementation and Customer Success Manager, Senior Living

Engrain; Denver (CO); On-site; USD 90,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Implementation and Customer Success Manager to enhance the experience of senior living clients. In this dynamic role, you will be the primary contact for customers, addressing challenges and driving solutions while ensuring their satisfaction and retention. Your exceptional communication and project management skills will be vital as you navigate complex inquiries and foster loyalty. Collaborating closely with various teams, you will also represent the company at events, making this a fantastic opportunity to impact the senior living sector positively. If you are passionate about customer success and eager to contribute to innovative solutions, this role is for you.

Benefits

Health, dental, and vision insurance

Paid parental leave

PTO & holidays

Dog-friendly office

401k match

Learning reimbursement

On-site fitness center

Flexible workspace

Coffee bar

Team member lounge

Qualifications

• 3-5 years of experience in the senior living industry.
• Strong communication and project management skills are essential.

Responsibilities

• Drive customer satisfaction and retention through strong relationships.
• Manage software implementation projects and resolve customer inquiries.

Skills

Customer Relationship Management

Project Management

Communication Skills

Problem Solving

Technical Troubleshooting

Education

Bachelor's Degree

Job description

Description

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.