Unclassified - San Diego, CA
posted 3 months ago
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. As a Customer Success Manager, also known as an Agent Experience Manager, you will be the first point of contact for our customers when they join Compass and will serve as their account manager from that day forward. Your role will involve supporting our customers with a variety of tasks, including understanding Compass, training on our tools and programs, assisting with marketing requests, and more. You will be passionate about delivering a world-class experience to our customers. In this role, you will manage a portfolio of high-touch customers, serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings. You will promote the adoption of Compass technology and adjacent services by providing customers with one-on-one support, strategic recommendations, and group training sessions. Additionally, you will provide essential marketing support by answering questions, creating collateral from templates, and acting as a liaison to marketing specialists for more complex support requests. You will also partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass, support ongoing projects such as new office openings and national initiatives, and work collaboratively with other team members and departments to champion questions and feedback on behalf of the agents. Furthermore, you will serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.