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Chicago, Illinois, United States
Onsite
Manage a portfolio of client accounts, serving as a primary relationship owner and trusted advisor on service delivery, performance, and growth strategy.
Exercise independent judgment in prioritizing client needs, resolving issues, and determining appropriate escalation paths.
Resolve client issues by assessing business impact and determining appropriate solutions, balancing client satisfaction with company objectives.
Analyze client portfolios, financial performance, and operational data to identify trends, risks, and opportunities; develop and recommend actionable solutions.
Lead coordination with internal teams (Sales, Field Operations, Product, and Implementation) to align resources and execute against client objectives.
Monitor project performance across rehabs, turns, and maintenance initiatives, ensuring alignment with any contractual obligations, budgets, and timelines.
Evaluate client KPIs and develop performance insights, presenting recommendations to internal stakeholders and clients.
Identify and drive account growth opportunities with the account manager, including upsell and service expansion, based on data analysis and client needs.
Support contract adherence and participate in scope, pricing, and service-level discussions with clients.
Contribute to process improvements by identifying inefficiencies and recommending operational enhancements.
Other duties as assigned.
1-3 years in account management, customer success, sales support, or a related field
Additional considerations made for experience focusing on property management
Bachelor’s degree or equivalent work experience preferred
Interest in or exposure to property management, construction, or residential services is a plus
Basic understanding of customer service principles and client relationship management
Familiarity with CRM platforms and Microsoft Office or similar tools
Eagerness to develop business acumen and grow within an account management career path.
Strong written and verbal communication skills with the ability to build rapport with clients and internal stakeholders.
Basic proficiency in CRM systems and business tools such as spreadsheets, project management platforms, and communication tools.
Analytical mindset with the ability to interpret data and make recommendations.
Problem-solving skills with a proactive approach to addressing client needs.
Organizational and time management skills with the ability to manage multiple tasks and priorities.
Willingness to learn industry-specific tools, processes, and best practices.
Collaboration skills to work effectively across teams and support shared goals.
Strong communication skills, vital for client interactions and stakeholder management that lead to deep relationships.
Proficiency in using CRM software and business tools such as data analytics software, spreadsheets for financial tracking, project management platforms, and communication software, crucial for efficient account management.
Ability to support financial tracking, budgeting, and cost monitoring efforts.
Conflict resolution expertise to address and resolve potential disputes effectively.
Basic knowledge or awareness of the tools and techniques used in single family renovations.
Time management skills ensuring efficient handling of multiple accounts and projects.
Stakeholder coordination skills to support communication between clients, contractors, and internal teams.
