Account Manager at Spruce

| Austin | Remote
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Who We Are
At Spruce, our mission is to change the way people live in their homes by making local services more accessible. As the leading provider of lifestyle services to the multifamily industry, we offer daily chores and housekeeping services to more than 1,000 apartment communities across the US, and we work with 13 of the top 15 apartment managers in Texas (including Greystar, Lincoln and Alliance). Through the intuitive Spruce app, apartment residents can easily have their clothes folded, their dishes washed, their bed sheets changed, or their bathroom cleaned. Venture-backed and headquartered in Austin, Spruce has more than 40 employees and is growing rapidly. We promote a people-first culture where curiosity, ownership and boldness are valued and encouraged. Each employee has a personal, measurable impact on the success of the company and ideas are welcomed from everyone.

What You Get To Do
Spruce is looking for an Account Manager to join our Growth Team in creating long term, trusting relationships with our community 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 the primary point of contact for community onsite teams, and helps to ensure that those teams and their residents get the very best experience from Spruce. To succeed in this role, you must have the ability to show empathy, humility, comfort with ambiguity and strong communication skills.  

Property Service

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

Property Outreach

  • Perform outreach to ensure staff members are educated in Spruce (notate turnover), to discuss any recent issues (temperature check) and to answer any questions
  • Monitor available data services for community changes and perform outreach as needed
  • Conduct individual training and re-training 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

Other Responsibilities

  • Collaborate with other members of the Growth Team to develop creative 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 property interactions within SalesForce
  • Update community demographics and property contacts in SalesForce as needed
  • Research community, market and competitor information
  • Participate in Property & 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

Spruce is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination and harassment against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender, age, sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TypescriptFrameworks
    • ServerlessFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • DynamoDBDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • SketchDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

Our headquarters are located in East Austin at Owens Garage. There are plenty of hip restaurants and coffee shops within walking distance.

What are Spruce Perks + Benefits

Spruce Benefits Overview

Being apart of the Spruce Crew, you will develop meaningful relationships with a team that supports your goals and celebrates your wins. You will get to enjoy the lasting personal growth you gain from tackling new, ambitious challenges every single day where you will see your work come to life.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Spruce employees receive between 20 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Spruce has a fully stocked kitchen including unlimited snacks, coffee, tea and all the flavored LaCroix you can handle. Have a snack idea? Always looking for new treats for everyone to enjoy.
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
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