Customer Success Manager

$64,501 - $71,011/Yr

Compass, Inc. - Menlo Park, CA

Full-time - Entry Level

Menlo Park, CA

Real Estate

About the position

As an Agent Experience Manager (AEM) at Compass, you will be the primary point of contact for new customers, guiding them through their journey with the company. Your role involves providing exceptional customer service, training on Compass tools, and assisting with marketing requests. You will manage a portfolio of high-touch customers, ensuring they receive the support they need to thrive in their real estate endeavors.

Responsibilities

• Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
• Provide essential marketing support by answering questions, creating collateral from templates, and liaising with marketing specialists for complex support requests.
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity.
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.
• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change.

Requirements

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Previous experience in real estate is a plus.
• Previous experience with live or virtual training is a plus.
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents trying to grow their businesses.
• The ability to establish credibility with key agent decision-makers and influencers.
• Great listening skills, connects well with others, and is empathetic of the customer's pain points.
• A passion for creating community within a space; encouraging in-office interaction, bonding, and engagement.

Benefits

• Participation in incentive programs (which may include cash, equity, or commissions).
• 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.
• Pet insurance.