Survey Program Manager

Survey Program Manager

Location: Remote (US-Based)

JOB SUMMARY

The Survey Program Manager owns the end-to-end client experience for Grace Hill’s annual survey programs, from onboarding through results delivery. This role gathers requirements, configures the platform, trains client administrators, launches each annual program, and manages execution through reporting, analysis, and results presentation. The role is the client’s primary point of contact for annual survey delivery and partners with Customer Success to drive adoption, satisfaction, and renewal.

KEY RESPONSIBILITIES

Implementation & Onboarding

• Partner with clients to gather requirements, define success criteria, and build a tailored program plan for each annual cycle.
• Lead platform setup, configuration, and customization aligned to client goals and contracted packages.
• Conduct administrator onboarding and training focused on best practices and adoption.
• Provide product demonstrations and admin training to drive confident, independent platform use.

Annual Program Delivery

• Manage end-to-end execution of Grace Hill’s annual survey programs, from launch through reporting and analysis.
• Learn and become proficient in less common survey project types and adjacent Grace Hill solutions (Realync, HelloData).
• Manage recurring annual cycles in partnership with the Customer Success Manager, making strategic recommendations that improve program outcomes year over year.

Results Presentation & Client Advisory

• Present survey results in 60-minute webinar or in-person sessions to senior client audiences, with clearly organized content, strong delivery, and confident live Q&A.
• Communicate the value of PerformanceHQ and Grace Hill solutions through a consultative approach, positioning platform capabilities against client-specific challenges.
• Reinforce results value through case studies, benchmarks, and data-backed recommendations.
• Serve as a trusted advisor guiding clients toward measurable business outcomes.

Project Management & Cross-Team Coordination

• Develop and manage detailed program timelines, ensuring milestones are met across concurrent client cycles.
• Monitor progress, identify risks early, and implement mitigation strategies.
• Recognize out-of-scope requests, offer appropriate solutions, and escalate before issues surface.
• Maintain accurate program documentation for internal and client reference.
• Track and report key delivery metrics to leadership.
• Partner with Product, Sales, and Customer Success to ensure seamless delivery.
• Escalate technical, integration, and process blockers with a proposed solution attached.
• Contribute to process improvements that enhance scalability and efficiency.

REQUIREMENTS

• Bachelor’s degree in business, social sciences, or a related field, or equivalent work experience.
• 2 to 5 years in SaaS implementation, survey delivery, project management, or client onboarding.
• Demonstrated ability to present data and results confidently to senior and executive audiences.
• Strong consultative communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proven track record managing multiple concurrent programs and meeting deadlines in a fast-paced environment.
• Proficiency with CRM and project management software (Salesforce, Asana, Smartsheet) and G-Suite.
• Strong problem-solving skills and attention to detail.
• Ability to build rapport and maintain strong client relationships.
• Comfortable with occasional travel.

About Grace Hill:

Grace Hill provides technology-enabled performance solutions designed to help owners and operators of real estate properties enhance property performance, mitigate operating risk and cultivate top talent. Its industry-leading solutions, which encompass policy, training, assessment, surveys, virtual leasing and video tools, benchmarking and data-driven insights, are supported by years of real estate experience, extensive service-level expertise and outstanding customer support. Additionally, Grace Hill offers cutting-edge marketing solutions, such as video tours and reputation management, to improve property visibility and engagement. Today, over 500,000 real estate professionals from more than 2,800 companies depend on talent performance solutions from Grace Hill. Visit us at gracehill.com or on LinkedIn.