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Customer Success Manager

Company: Compass
Location: Boulder
Posted on: January 15, 2022

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

The Compass Agent Experience Manager supports agents across multiple disciplines: product, operations and enterprise systems. The Agent Experience Manager serves as an intermediary and collaborator between agents and other specialty teams. You will partner with specialty functions 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 a Compass Agent Experience Manager (AEM), you help Compass agents leverage industry-leading solutions, comprised of technology, programs, and specialists, to grow their business. You are an ambassador, relationship manager, primary point of contact, and expert for a roster of Compass real estate agents. You will spend the majority of your time (80%+) in an agent-facing capacity building relationships, and providing real time, best-in-class support that ensures their success.

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 to help agents become power users
Master Compass technology and educate agents on Compass products and programs to enable best business practices in a competitive landscape
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 for individual agents and agent teams
Manage listing and licensing transfers throughout the onboarding process
Conduct in person Compass product and program trainings and meetings with agents as needed
Work proactively to identify agent needs and develop solutions
Document and continuously improve best practices, resources, and SOPs
Work with local regional leadership on local best practices and regional priority projects
Troubleshoot issues related to marketing, Compass tools, technology/devices, enterprise systems, etc
Work collaboratively with specialty roles to champion non-AEM questions on behalf of the agent

Who You Are
You have a Bachelor's degree in a relevant field
You have 2-4 years previous experience in agent service, client success or client relationship management
You possess a real passion for serving agents trying to grow their businesses
You have the ability to establish credibility with key agent decision makers and influencers
You have strong written and verbal communication and presentation skills; extraordinary listening skills
You have strong problem solving and analytical skills; quickly formulates solutions that deliver real business value
You have the ability to recognize and maximize new business opportunities
You have multi-tasking down to a science; handling multiple accounts and assignment simultaneously
You have an interest in new software and cutting edge programs in the larger real estate landscape
You have a commitment to exceed goals that is internal, constant, and self imposed
Previous experience in real estate and technology a plus
Previous experience with live or virtual training a plus
Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence, Gsuite) a plus

Please note, this is an in office position

Hourly Rate: $21.23 to $29.32 per hour

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.

Notice for California Applicants

Keywords: Compass, Boulder , Customer Success Manager, Executive , Boulder, Colorado

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