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.

What You'll Do

• 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.

What You Bring

• 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 skills and attention to detail, particularly with scopes, system counts, documentation, and contract requirements
  • Comfort participating in commercial conversations, including proposals, pricing discussions, renewals, and account growth
  • Ability to manage multiple accounts and competing priorities while maintaining a high level of customer service
  • Ability to explain technical issues clearly to non-technical customers and customer requirements clearly to technical teams
  • Valid driver's license and willingness to travel for property visits and client meetings
  • Legally authorized to work in the United States
• Nice-to-Have
  • Experience in multifamily real estate, student housing, senior living, property management, telecom/ISP, low-voltage, or proptech
  • Experience with CRM and ticketing platforms such as Salesforce, HubSpot, Zendesk, or similar
  • Familiarity with managed Wi-Fi, networking, access control, smart locks, video surveillance, structured cabling, or smart building systems
  • Experience contributing to proposals, Scopes of Work, or Statements of Work
  • Ability to read construction documents, floor plans, unit mix tables, or low-voltage drawings
  • Bachelor's degree in business, communications, hospitality, real estate, or a related field

Why You'll Love It Here

• Competitive base salary and 25% Commission of the Gross Profit
• Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
• Wellness perks including an onsite masseuse and mental health support
• Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
• Established portfolio of blue-chip multifamily accounts - you're not building from zero
• Direct support from Sales Engineers, Project Managers, Support, and W2 field technicians
• A company that treats support as the product, not the cost center
• A culture that values accountability, integrity, innovation, growth, and having fun while doing it

Who We Are

We provide reliable property technology, including managed Wi-Fi, TV, phone, cabling, access control, and smart building solutions to hotels, senior living communities, and apartments. Guided by accountability, integrity, innovation, and exceptional support, we're committed to creating better experiences for our customers and their guests and residents. Join us in living the Groove Way and shaping the future of property technology.