Sr. Customer Success Coach

Senior Customer Success Coach

Home.It’s a word that holds a special place at Bright MLS. At its core, it’s shelter. But it’s also so much more. Family. Community. Safety. A place where you can be your fullest, truest self. That’s the word that inspires all of us at Bright to do the work that we do - Ensuring an open, clear, and competitive housing market for ALL.

Our company –and our brand –are reflective of the diverse communities that make up our market. Our employees represent a diverse mix of backgrounds, cultures and experiences, so much so that Bright’s been named as one of the most diverse employers in the area by the Washington Business Journal –2 years in a row.

Bright MLS is the engine that powers the real estate market in the Mid-Atlantic U.S. - supporting over $100B in transactions yearly. It is the single source for all data on Mid-Atlantic residential real estate - anywhere. As a Multiple Listing Service (MLS), our technology solutions connect real estate professionals with other real estate professionals and their clients, providing an open and accessible marketplace for buying and selling real estate.

We’re redefining what it means to be an MLS, and we’d love to have YOU here with us helping tell a Brighter story to the world. To learn more, please visit www.brightmls.com.

Overview:

• Establish and maintain relationships with customers by providing training and support within assigned territories.
• Present engaging and effective events and training in-person and virtually.
• Perform outreach to Realtor Associations and brokerage offices with the goal of building and maintaining customer relationships, and scheduling training presentations for Bright subscribers.
• Communicate Bright’s value proposition and corporate message with a professional image and positive persuasive attitude to drive awareness, adoption, engagement, and retention.
• Drive product adoption throughout the four primary stages: awareness, interest, evaluation and conversion.
• Develop and deliver presentations and training (virtually and in-person) in a professional and persuasive manner.
• Act as the subject matter expert on Bright products, services, and key policies.
• Identify, qualify, and report business opportunities to improve satisfaction, expansion, and overall growth and advancement for Bright.
• Demonstrate Bright solutions at trade shows, workshops, office meetings, informational presentations, professional conferences, and trade association conventions. Works to understand our clients and their needs. Recognizes opportunities to improve product and services for our clients and provides product improvement requests to the appropriate Bright representatives or teams.
• Record activities in company CRM tool as required by management including field activity (i.e., frequent caller information, tracks and monitors broker/agent concerns, call reports, office visits, written logs). Other reports may be required.
• Collaborate with other departments and functions on customer focused initiatives.
• Actively engage customers in Bright’s social media community by presenting live sessions and answering customer inquiries via phone, email, chat, or other media.
• Demonstrate full knowledge of fundamental principles, concepts and techniques related to a functional area and performs moderately complex tasks independently.
• Contribute to the accomplishment of team objectives, fosters collaboration with team members and takes actions that will transpire into solutions all involved parties.
• The position will require a minimum of 25-30% local travel and occasionally overnight travel for industry/company events.
• Performs other duties and assignments associated with the position that are reasonably assigned to support the overall needs of the business.

• Bachelor’s degree preferred with at least 4 years of experience; or a combination of education and experience.
• Must be able to quickly gain a complete and comprehensive understanding of our products, services, and policies to confidently demonstrate Bright’s solutions to our clients.
• Incumbent must possess the keen ability to review a situation and identify the means to resolve any issues.
• Must be able to quickly acquire an understanding of internal contacts and be able to direct incoming requests/questions to the proper department (i.e., customer support, finance, compliance) to ensure we are meeting the needs of our customers.
• Prior experience in/or exposure to the real estate industry and a strong knowledge of real estate language and terminology is a plus.
• Ability to work with tablets, cellphones, projectors and other electronic equipment is necessary.
• Knowledge of Salesforce processes such as case and task management is desired.
• Extensive knowledge of Bright’s organization and technologies with the ability to lead the achievement of unified Bright's solutions is desired.
• Microsoft Office Suite (Word/Excel/PowerPoint) experience is required.
• Must have highly effective communication, presentation and interpersonal skills.
• Possess strong analytical, prioritization and planning skills.
• Ability to speak and present effectively before small and large groups of customers or employees.
• Strong business acumen to build and manage high level customer contacts is required.
• Must be highly organized and self-motivated.
• Ability to take initiative and work with minimal direction and supervision, see potential opportunities and take necessary actions that result in a positive outcome for the organization is required.
• Must demonstrate a full knowledge of fundamental principles, concepts and techniques related to a functional area and perform moderately complex tasks independently.
• Ability to manage numerous projects simultaneously is needed.
• Exhibits independent judgment to complete tasks that occasionally require non-standard solutions is needed.