Senior Client Success Manager at realtor.com

| Austin
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The Senior Client Success Manager is responsible for developing, leading, counseling, motivating, and managing a team of Managers to achieve goals and quota by delivering superior service and solutions to Realtor.com clients. The Senior Client Success Manager is responsible for providing the necessary tools, information, and coaching for Managers and their teams to be successful. This includes creating a safe and fun culture to promote employee morale and engagement. The Senior Client Success Manager is also expected to identify improvement opportunities in our processes, reporting, metrics, products, and customer service.

The role will work with Senior leadership and stakeholders in HR, Finance, Recruiting, Training, Analytics, Product, etc. to design and tactically execute strategies to reach company objectives.

Duties & Responsibilities: 

  • The Senior Client Success Manager is a leader of leaders, responsible for the daily activities of the Consumer Experience Management team.  
  • Provide direct supervision of a team of up to 7 Consumer Experience Managers
  • Drives alignment/consistency/cohesiveness in people practices, team  management, and customer service to achieve department & company goals.
  • Grows and leads an innovative, creative and fun environment where employees strive to deliver world-class customer experiences.
  • Effectively guide and lead the work force by establishing goals, directing their work, providing insights and developing their skills.
  • Responsible for the achievement of overall goals with a focus on contact center KPIs and metrics including dials, utilization, successful activities, and closes while continuously improving the quality of services provided to clients and partners.
  • Provide reports and/or assessments of Call Center performance, attendance, development, and achievements as assigned.
  • Proactively identify opportunities for corrective action and counsel, discipline, and/or administration of  warnings to staff when adherence to policy and Quality are not met. 
  • Leading and implementing change management initiatives, keeping in compliance with industry regulatory practices and departmental rules and policies.
  • Partner and communicate with other departments to identify areas of opportunity, improve use of technology and develop solutions to improve efficiency, quality, culture and overall call center performance. 
  • Collaborate with Quality to understand emerging trends and implement best practices. 
  • Partner with HR & Recruiting to assist in the hiring, coaching, training and development of the staff and any necessary disciplinary action
  • Collaborate with the Learning and Development staff to facilitate a successful transition from training to production.
  • Works with leadership teams to develop and optimize strategy in an ever-changing environment

What We Like to See / Measures of Success: 

  • Minimum of 3 years management experience in a call center, customer service or sales environment
  • Experience successfully managing in a remote/virtual environment
  • Direct experience in building & developing a leadership team
  • Experience tracking, measuring and holding teams accountable to defined KPI's
  • Ability to work effectively, both independently and in a team environment
  • Ability to work and influence decisions cross functionally and within Sr. leadership
  • Ability to exercise independent judgment and discretion in performing duties
  • Ability to be a self-starter and utilize proactive approach to achieve results 
  • Superior time management and prioritization in an atmosphere of multiple, shifting priorities and deadline pressures
  • Excellent problem solving and troubleshooting skills
  • Flexible schedule and strong sense of urgency
  • Exceptional communication skills, both verbal and written
  • Knowledge of, and or previous experience with Microsoft office, & Gsuite (gmail, google calendar, docs etc)

Working Conditions: 

  • The position requires prolonged sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment.

At realtor.com®, we believe that everyone deserves a home of their own. We’re a community of nearly 2,000 employees that work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we’re there to lend a helping hand. Every month, 70 million people trust us with their journey home by visiting our site and mobile apps, and we’d love to have you join our team to help.

We’ve got great offices across Canada and the US and lots of sweet jobs to choose from, so we’re hoping you’ll join us on our journey to make home buying and selling easier, and more rewarding for everyone.  

Let’s make a difference, together. For Real.

Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.

#LI-MS1

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases

Location

Cool downtown office nestled in the bars and restaurants of East 6th Street

An Insider's view of realtor.com

How does your team reward individual success?

We reward success through recognition and appreciation. We often celebrate wins loudly and with fun events. It's one of the best parts of our culture!

Fluker

Consumer Experience Manager

What projects are you most excited about?

I'm most excited about how we're scaling our outreach to consumers which allows us to help more people every day. Not only that, but I love the pace we have in testing new consumer experiences!

Diane

Senior Product Manager

How has your career grown since starting at the company?

I’ve been with realtor.com for exactly one year and I’ve grown a great deal. I’ve expanded my literacy from AWS to Python to React Native and been mentored all along the way.

Yufeng

Senior Software Engineer

How do your team's ideas influence the company's direction?

With 80 million unique users to realtor.com a month, we play a leading role in the world's largest real estate network, sitting uniquely in this position of big data, while still being a mid-sized company that is able to democratize the information throughout the business. It’s an incredible position to be in.

Anne

Vice President, Product Management

What unique initiatives do you have that encourage innovation?

Our consumer success model is best in class, yet we continuously strive to build even better services and products for for the reatlor.com consumer.

James

Senior Training Manager

What are realtor.com Perks + Benefits

realtor.com Benefits Overview

BENEFITS

Having healthy and happy employees is extremely important to our company. Which is why we offer all of our employees more than just great basic health coverage.

Culture
Volunteer in local community
We love our neighbors and think it important to give back to those in need.
Partners with Nonprofits
From our volunteer work with Habitat for Humanity to our employee charitable gift matching per employee, our commitment to our communities is unwavering.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Our goal is first and foremost to protect the health and safety of our employees.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Realtor.com offers charitable gift matching of up to $500 per employee annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Austin Tech Center employees have flexible start and end times.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our HomeGrown Mentoring Program is available for all full time employees in Austin.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

When we show up to work each day, regardless of title or tenure, we all want to be heard, be valued, and know that our contributions matter.

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