Senior Customer Success Manager

Denver, CO / Remote
30+ days ago

Job Description

At Compass, we envision a world where the experience of selling or buying a home is simple and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world.

Team Overview:

As a Compass Senior Agent Experience Manager (SAEM), you help Compass agents leverage industry-leading solutions, comprised of technology, programs and specialists, to grow their business. You are both the primary point of contact for a designated portfolio of agents, as well as the central point of contact for your region and Central Operations about core Compass tools and programs, ensuring that your teammates are up to speed and delivering accurate information in the service of growing agents' businesses.

The Compass SAEM supports agents across multiple disciplines: marketing, product, operations and enterprise systems. The SAEM serves as the primary collaborator between agents and other specialty teams. You will partner with program and product owners to leverage expertise across the organization all focused on growing your agent's business. This individual's performance is based on specific metrics associated with agent onboarding, product and program adoption, and agent retention, as well as ability to deliver regional strategy for the adoption of Compass tools and programs.

What You Will Do:

  • Proactively serve a portfolio of assigned agents so that they may achieve positive business outcomes via Compass software and services

  • Drive agent software and program engagement in the development of power users

  • Master Compass technology and educate agents on Compass products and programs to enable best business practices in a competitive landscape

  • Partner with manager & dept head to develop regionally specific go-to-market strategies for Compass software and services

  • Judiciously funnel relevant feedback about Compass software and services back to Product Marketing as part of a virtuous and business-positive feedback loop

  • Partner closely with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans.

  • Welcome new agents by conducting onboarding sessions

  • Conduct in person Compass product and program trainings and meetings with agents as needed

  • Work to proactively identify agents' needs, and develop solutions for any roadblocks encountered

  • Document and continuously improve agent best practices, resources, and SOPs

  • Solicit and document agent feedback, and develop solutions/plans that mitigate dissatisfaction

  • Work with local regional leadership on local best practices and regional priority projects

  • Work collaboratively with specialty roles to champion non-Senior AEM questions on behalf of the agent

  • Lead a "pod" of fellow AEM's and assist them on agent escalations, onboardings, product questions, and overall customer service coaching.

Who You Are:

  • B.A. or B.S. degree in a relevant field

  • 3-5+ years previous experience in agent service, client success or client relationship management

  • Real passion for serving agents trying to grow their businesses

  • The ability to establish credibility with key agent decision makers and influencers

  • Strong written and verbal communication and presentation skills; extraordinary listening skills

  • Strong problem solving and analytical skills; formulates solutions that deliver real business value

  • Ability to recognize and maximize new business opportunities

  • Multi-tasking down to a science; handling multiple accounts and assignment simultaneously

  • Experience mentoring and/or leading a team of co-workers

  • Interest in new software and cutting edge programs in the larger real estate landscape

  • A commitment to exceed goals that is internal, constant, and self imposed

  • High-end account/client management a plus

  • Previous experience in real estate and technology a plus

  • Previous experience with live or remote training a plus

  • Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence, Gsuite) a plus

Salary Range: $70,000-$80,000 per year

Perks that You Need to Know About:

Participation in our incentive programs. Plus paid vacation, holidays, sick time, parental leave, marriage leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; gym reimbursement; and pet insurance.

Do your best work, be your authentic self

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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