Customer Support
Our Story
Over 2,800 businesses (and counting) choose Grace Hill for training, policy, survey, mystery shopping, reputation management, and virtual leasing and video tools. Why? The answer is simple. Our technology and our team! Our solutions are designed specifically for multifamily and commercial property management companies. We are passionate about this industry and we have real-world experience that makes an impact for businesses like yours.
In other words, we LIVE and LOVE this stuff!
Our Mission
It's simple, our mission is to create a positive experience for employees, businesses, tenants, and residents every day.
Core Values
We believe delivering an exceptional customer experience begins with our core values exemplified by G.R.A.C.E.
Connected Data. One Platform.
PerformanceHQ is Grace Hill’s award-winning platform that consolidates multiple solutions, empowering you to reduce risk, develop talent, boost efficiency, and improve property-level outcomes — ultimately strengthening your entire portfolio.
Intelligence+
Intelligence+
Stop drowning in data! Intelligence+ brings your resident feedback to the surface — and tells you what to do next.
- Get powerful, automated insights without the headache.
- Optimize performance with actionable recommendations, helping you know where to focus.
- Boost efficiency, cut the busywork, and drive results with less effort.
Surveys
Surveys
Gain actionable insights with comprehensive survey tools and trusted industry benchmarks.
- Boost resident and employee satisfaction with unbiased assessments.
- Evaluate leasing, maintenance, and management service levels with ongoing and annual surveys.
- Translate survey results into built-in action plans that improve performance.
- Benchmark your property with the Kingsley Index™ and compete for prestigious awards and recognition.
Training
Training
Complete multifamily training content that enables and empowers.
- Engage employees with 600+ industry-specific training courses in a variety of formats.
- Boost retention and quickly onboard new employees with short courses that fit into busy workdays.
- Support a diverse team with Spanish courses and translation tools.
- Save valuable admin time with automated assignments based on position, location, or custom groups.
Mystery Shopping
Mystery Shopping
Get unbiased performance assessments that drive results.
- See your property and team through the eyes of your prospects and residents.
- Gain access to a network of nationwide shoppers that simulate real-life scenarios.
- Review comprehensive reports and recordings that pinpoint strengths and opportunities.
- Access short training courses designed to address specific skill gaps identified during the shop.
Policies
Policies
Comprehensive policies and procedures that reduce risk.
- 1000+ pre-built, customizable policies designed to jump-start compliance.
- Trust that policies comply with changing laws and regulations.
- Show proof of policy receipt with secure electronic signatures.
- See policy compliance in real time with our graphical compliance dashboard.
Reputation Management
Reputation Management
Seamlessly manage your online reputation and drive prospects to your communities.
- Streamline publishing and review management across platforms to boost efficiency.
- Ensure accurate listings across directories to improve search rankings and drive traffic.
- Leverage AI to monitor sentiment, flag risky feedback, and respond quickly.
- Benchmark comparative insights with our Local Brand Visibility (LBV) score.
Realync Virtual Leasing
Realync
Virtual leasing and video tools to close leases faster.
- Offer personalized live, self-guided, or pre-recorded video tours.
- Capture, connect, and convert leads virtually with high-quality video content that drives traffic.
- Simplify move-ins with informative video tutorials that help set residents up for success.
How We Do It
Grace Hill's proven processes and dedicated team are the secret to decades of satisfied and successful clients. Experience trusted implementation, personalized support and industry expertise when working with Grace Hill.
How We Help Businesses Like Yours
“I’ve been a partner of Grace Hill’s for over a decade, and I’ve got to tell you, I felt a little bit like family. We all share the same passion and vision for what it looks like when everything connects and those light bulbs go off.”
Jessica Dodge
Director of Employee Development at Harbor Group
"Grace Hill's PerformanceHQ is an amazing platform. It takes our teams on a journey that is tailored to their specific needs and wants, with a built-in tour guide that is pushing them to succeed at every turn. We love it!"
Michael Johnson
Director of Training at AOG Living
"Realync has been an invaluable partner in our marketing efforts. Their platform is user-friendly, their support team is incredibly responsive, and their commitment to innovation is evident. Allowing our PPC campaign partner to use Realync tours in our paid ads has helped to increase conversions by 145%."
Angie Lombardi
Vice President of Marketing at Franklin Group
"Ultimately, we wanted a reputation management solution that wasn’t just about monitoring reviews but one that would help us enhance engagement, improve the resident experience, and refine our overall approach to customer satisfaction. Grace Hill delivered on that."
Sara Woods
Director of Brand, Marketing, and Customer Experience at HILLS Properties
"We achieved success from the start implementing Grace Hill’s Surveys across our 50+ location portfolio. It worked as promised — and from the start. It’s rare in today’s world what’s promised is delivered. The Grace Hill team delivered for us."
Thomas Stanchack
Director of Sustainability at Stoneweg
Grace Hill Gives Back
We’re committed to making a positive corporate and community-based impact. The Impact Hero Awards Program recognizes individuals at Grace Hill client companies who go above and beyond to help others and make a difference in their local community.
Work as a Team. Win as a Team.
Remote-first, but always connected.
We love people, family, pets and making an impact in the lives of our customers. We live out our core value of better together and 100% believe that we can do anything working as a team.
Meet Our Leadership Team
Kendall Pretzer
CEO
Kendall is the CEO, joining in 2018 after her company, The Strategic Solution, was purchased by Grace Hill. She has devoted most of her career to commercial and multifamily real estate, having served the industry for 30-plus years. Kendall loves playing tennis and pickleball and has been married to Fred for 33 years; together, they have two children, Ben and Allison, a dog, Charlie, and a cat, Coco.
Charles Loop
Chief Financial Officer
Charles is the CFO for Grace Hill and joined Grace Hill in the fall of 2022. Charles has led teams in finance, operations, and sales that delivered software and service solutions in various industries including travel, hospitality, and critical infrastructure services. He enjoys snow skiing and recreational cycling with his wife Lian of 29 years and sons, John and Eric.
Todd Harkness
Chief Revenue Officer
Todd is the CRO for Grace Hill. He has an extensive background in software sales and operations, having worked for several ERP software Fortune 100 companies. Todd joined Grace Hill in 2022. He is an avid BBQ enthusiast and spends much of his free time cooking, watching college sports and spending time with his wife, Angie and daughters Ava and Breeana and their dog Ziggy.
Traci Johnson
Chief Marketing Officer
Traci is the CMO for Grace Hill, joining in 2021. In her background, she has led marketing, sales, operations and product management for ERP software companies serving small and medium sized businesses for 30+ years. Traci enjoys cooking and traveling with her husband Rick. They have two grown children, Garrett and Katelyn and dog Kolby.
Krisann Gaiko
SVP Content Strategy
Krisann is the SVP of Content Strategy for Grace Hill. She joined the team in 2018 after Grace Hill acquired The Strategic Solution. Krisann has spent her entire career in multifamily, including leasing consultant roles and various regional and director-level roles. In her free time, she enjoys spending time with her husband, Jason, and children, Reese, Ryan, and Riley.
Julia Crawford
SVP Product Management
Julia is the SVP of Product Management for Grace Hill. She has over 20 years of product management experience driving innovation in complex product portfolios. She is a leader who drives execution, intending to delight customers by providing solutions for their business.
Chris Fontan
Chief Technology Officer
Chris Fontan is the Chief Technology Officer at Grace Hill, joining the team in January 2025. With over 20 years of experience leading digital transformation and data-driven platforms, he previously served as CTO at Veriforce. Based on the Gulf Coast, he’s a proud husband, girl dad, and car enthusiast who enjoys boating, fishing, golf, and time with his four goats and two dogs.
Sheri Williams
SVP, Customer Success
Sheri Williams is a seasoned customer success leader with experience in B2B SaaS, specializing in customer experience, implementation, and retention. She’s known for building adaptable teams and collaborating across functions to keep customers at the center of every initiative. Based in Brighton, Colorado, she enjoys camping with her husband, their son Evan, and their dog Iris.
Trey Tubbs
VP, Commercial Growth
Trey Tubbs is a commercial real estate leader with 20+ years of experience in sales, technology, and strategic partnerships, including roles at CBRE and PwC. He has a proven track record of exceeding sales goals, managing key accounts, and driving growth through SaaS and PropTech solutions. Outside of work, Trey enjoys fishing, sports, and spending time with his wife and kids.