Sr. Account Manager

Overview of the Role

We're looking for a customer-focused and commercially minded Sr. Account Manager, Multifamily (MDU) to join our MDU Sales team. In this role, you'll manage a portfolio of established multifamily accounts from proposal through installation and throughout the life of the customer relationship. You'll partner with Sales, Engineering, Project Management, Support, and Field teams to ensure our customers receive exceptional service, their technology performs as expected, and they have a trusted partner for future needs.

You'll play a key role in customer retention, relationship growth, and delivering a seamless experience from the initial proposal through renewal and beyond.

• Partner with Account Executives and Sales Engineers on active opportunities by providing account history, operational context, and property knowledge.
• Gather property information needed for proposals, including unit and bed counts, existing systems, site conditions, and operational requirements.
• Review proposals and Scopes of Work for accuracy and realistic Included/Excluded expectations.
• Participate in customer-facing proposal presentations and walkthroughs.
• Transition new accounts from Sales through project handoff, installation, commissioning, and go-live.
• Partner with Project Management to ensure signed scopes, system requirements, acceptance documentation, and customer expectations remain aligned throughout installation.
• Onboard property staff through system training, dashboard access, and administrative setup.
• Maintain accurate account records, including key contacts, systems deployed, warranty dates, support paths, escalation preferences, and contract terms.
• Own a defined portfolio of multifamily accounts as the primary customer point of contact.
• Build strong relationships with regional managers, asset managers, property managers, and on-site teams through regular communication and property visits.
• Conduct periodic business reviews covering system performance, service history, open issues, upcoming milestones, and opportunities to improve the customer experience.
• Monitor account health, ticket trends, recurring issues, warranty expirations, and other indicators of customer risk.
• Coordinate customer escalations across Support, Field Technicians, Project Management, and other internal teams, owning the issue through resolution.
• Maintain closed-loop communication so customers always understand the status and next steps of an issue.
• Lead renewal conversations well ahead of contract expiration, using service history and system performance to demonstrate Groove's value.
• Identify risks such as customer dissatisfaction, aging technology, competitive pressure, or ownership changes and develop recovery plans with the VP of MDU Sales.
• Identify organic growth opportunities within existing accounts, including new properties, additional systems, technology refreshes, and retrofit projects.
• Partner with Account Executives and Sales Engineers to scope and pursue expansion opportunities.
• Generate customer references, case studies, and reviews from satisfied customers.
• Maintain accurate CRM activity, account information, contract dates, and customer notes.
• Collaborate across Sales, Engineering, Project Management, Support, and Field teams to deliver a consistent customer experience.

• Must Haves:
  • 2-4 years of experience in account management, customer success, property management, or another service-focused client-facing role
  • Genuine relationship-building skills and the ability to quickly establish trust with customers
  • Strong written and verbal communication skills
  • Ability to manage customer issues from initial escalation through resolution while coordinating multiple internal teams
  • Strong organizational…