Client Success Manager - HOA (Remote2023-6236)

GrandManors is a Division of RealManage, a company that specializes in the management of community associations with onsite staff. Our mission is to provide the best possible lifestyle HOA management services to our partner communities by encompassing the Best People, Best Technology, and Best Service reputation of RealManage and its CiraConnect division. The GrandManors professional staff has decades of experience managing age-restricted communities, luxury high-rise condominiums, co-ops, urban mixed-use, and large-scale single-family developments with complex amenities. Our focus is on customer service and lifestyle for the residents and the boards we serve- ensuring that the community receives the finest management in the industry.

GrandManors is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.
• Join GrandManor's fast-growing team where energy, teamwork, innovation, and contribution are highly valued.
• Each branch proudly serves a diverse mix of single-family, townhome and condominium communities. These community associations are of all sizes, from small communities to large, master-planned communities.
  
  

As a Client Success Manager, you will w ork in tight coordination with market leadership to ensure retention of platinum and at-risk clients by helping establish or re-establish solid relationships with Board Members. This will be accomplished through a variety of touch points consisting of but not limited to direct contacts with Boards, event planning and attendance, meeting attendance and any other methods as determined by market leadership and VP of Client Success.

Responsibilities

• Manage relationships of platinum community properties TBD annually by Market Leader and VP of Operations via the Market Account Management Plan.
• Work closely with market leadership to plan, schedule and help carry out touch points for platinum clients outside of regular meetings.
• Oversee and guarantee CAMs & DCAMs are meeting their regularly scheduled touch points with Boards as required by Market’s Account Management Plan.
• Work with CAMs and DCAMs to ensure their regular communications to the Boards are efficient, effective and value added.
• Attend, with manager, select Board and Annual meetings of platinum and at-risk clients.
• Plan, implement and administer, in coordination with manager and Board, a Volunteer Appreciation event for platinum clients as determined by market’s leadership.
• Directly responsible for developing and implementing action plans relative to retention efforts of at-risk clients including meeting attendance and account support, up to and including transition to a new manager (if applicable).
• Responsible for timely reporting and communication to Market Leader and VP of Client Success regarding all platinum and at-risk clients.
• Directly responsible for observing, displaying and promoting the company’s values and mission via their work with Market personnel and Board members.\
• Coordinate campaigns to increase online ratings.
• May require travel to markets requiring an overnight stay
• Monitor the health of accounts through dashboard reviews to report to market leadership and VP of Client Success.
• Plus other work related tasks as needed
  
  

Qualifications

• Must have five years or more as a community association manager.

• Superior, professional communications skills (interpersonal, phone, written, etc.) that align with the larger company tone.
• Must be self- motivated, proactive, detail oriented and a team player.
• Must be flexible with schedule (some night and weekend requirements).
  
  

Pay and Benefits:

$80,000 to $85,000, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA
• Education Reimbursement
• 401K matching
• Employee Assistance Program (EAP)
• 9 paid Holidays