About the Role

Spruce is looking for an Account Manager to join our Resident Engagement Team in creating long term, trusting relationships with our community partners. This role sits in the front lines to ensure residents get the very best experience from Spruce Services and our provider partners. If you love being that secret sauce that leads to an incredible client experience, then we've got the perfect role for you!

The Account Manager is responsible for effectively providing a positive client experience by working closely with community onsite teams as their primary point of contact. Additionally, they will work closely with the Customer Service Team to ensure residents have a positive service experience thus affecting clients. To succeed in this role, you must have the ability to show empathy, humility, comfort with ambiguity and strong communication skills.

What You Get to Do

Client Service

• Act as the primary point of contact for all onsite clients within assigned territory.
• Work directly with the Customer Service Team to ensure quick resolution to client/customer issues.
• Effectively answer inbound client questions within a timely manner.
• Proactively follow up with other Spruce departments to ensure client issues are completed within, on average, 24-48 hours.
• Escalate client issues to appropriate manager(s) as needed.

Client Outreach

• Perform client outreach to ensure staff members are educated in Spruce (notate turnover), discuss any recent issues (temperature check) as well answer any client questions.
• Monitor available data services for community changes and perform outreach as needed.
• Conduct individual client training and re-launches for properties undergoing management changes.
• Work closely with the Director of Resident Engagement to evaluate each community's performance.
• Assist with performance improvement measures for identified at-risk communities.

Ancillary Responsibilities

• Collaborate with other members of the Marketing & Growth Team to develop creative client offerings and ways to advertise Spruce services.
• Identify new partnership leads and upsell opportunities (gift cards, etc.).
• Assist in quarterly SalesForce, Database and Portal audit to ensure accuracy.
• Document all client interactions within SalesForce
• Update community demographics and client contacts in SalesForce as needed.
• Research community, market and competitor information.
• Participate in Marketing & Growth weekly calls.
• Attend new employee training as well as a scheduled corporate office visit.

Who You Are

• 1+ years working on-site at a residential apartment community OR 3+ years experience working in a client/customer support capacity
• Strong interpersonal and communication skills, with the ability to communicate and influence effectively
• Self-motivated team player
• Thorough understanding of Spruce business model
• Provide feedback to leadership on the efficiency of the client service process
• High school diploma, general education degree or equivalent.
• Comfortable with technology and a fast paced environment

What We Offer

• Competitive salary
• Stock Options
• 401K plan
• Medical, vision, dental insurance
• Unlimited PTO
• 100% remote work
• Discounted housekeeping services
• Spruce-provided WFH setup (laptop, keyboard, monitor(s), mouse)
• A huge role in the growth of a company with a meaningful mission

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