Customer Success Manager
At a glance
Mid-level Customer Success role at urbancompass. Austin.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage high-touch customer accounts through phone, email, and in-person support
- Train customers on company tools and services, using individual guidance and group sessions
- Create listing presentations, postcards, and other marketing materials from templates
- Coordinate with onboarding, marketing, and other teams on customer needs and projects
- Mentor Agent Experience Coordinators and handle escalated questions from customers
What you bring
- Two to three years in customer service, training, office management, hospitality, or operations
- Strong relationship-building, listening, problem-solving, organization, and communication skills
- Creative writing ability and a good eye for design
- Ability to work standard operating hours in the Austin office and lift up to twenty-five pounds
Who this fits
This role suits a customer-focused communicator who enjoys training, marketing support, relationship management, and solving issues quickly. You’ll work entirely from the Austin, Texas office during standard operating hours, and you’ll mentor Agent Experience Coordinators.
From the employer
At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.
Please note: this role is 100% in-office in Austin, TX
As a Customer Success Manager, AKA "Agent Experience Manager", you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience.
At Compass You Will:
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Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
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Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
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Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
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Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
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Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
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Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
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Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
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Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change
What We're Looking For:
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2-3 years of experience in customer service, training, office management, hospitality, or operations
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Previous experience in real estate a plus
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Previous experience with live or remote training a plus
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Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
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Passion for supporting and serving agents trying to grow their businesses
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The ability to establish credibility with key agent decision-makers and influencers
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Great listening skills, connects well with others, and is empathetic of the customer’s pain points
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A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
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Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
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Skilled communicator with great interpersonal skills, ability to build and manage relationships
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Meticulous attention to detail, highly organized
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Strong creative writing skills and eye for design
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Ability to work in the office during standard operating hours
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Ability to lift up to 25 lbs
Please note: this role is 100% in-office in Austin, TX
Perks that You Need to Know About:
Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental 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; 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.Not this one either?
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