Customer Success Manager - Retention

Customer Success Manager - Retention at Realtor.com®

Location: Scottsdale, AZ (hybrid)

As a Customer Success Manager, you will be responsible for engaging with customers of Realtor.com® | Homes for Sale, Apartments & Houses for Rent  to reinforce the value proposition of our product suite. You'll spend your day fielding calls from agents and brokers and working with each client to ensure overall satisfaction. You will gain negotiating and problem-solving skills as you find solutions and process discounts, credits and/or extension requests when applicable. You will engage customers (Real Estate Agents and Brokers) who have shown interest and been identified as ready to purchase our advertising products, such as our lead generation subscriptions. You will confirm order details, including product availability, enter orders, follow-up on orders/reorders and more. We’ll look to you to be able to think on your feet, drive our value proposition and propel overall customer success.

In addition, you will gauge and coordinate frequently with Digital Sales Consultant and Sales Management teams servicing these accounts. You can also expect to interact with other internal and external stakeholders. This position is an entry-level role and is an excellent starting point that could lead to bigger and better opportunities in the future. We promote a collaborative, versatile environment, and you should be willing and able to help out with other projects as needed. Daily, you will work on the phone talking to customers. Typically, you will handle approximately 50 calls per day, including 10 to 20 inbound calls.

Top Reasons to Apply:

• Gain hands-on customer relationship experience through direct engagement with real estate agents and brokers
• Launch a career in a leading real estate tech company in the digital housing marketplace
• Fast-paced, collaborative environment where you can sharpen multitasking and problem-solving abilities

What you’ll do:

• Take inbound and make outbound calls to agents daily
• Re-build value in Realtor.com® | Homes for Sale, Apartments & Houses for Rent  solutions for agents requesting to cancel their services
• Offer consistent communication and timely resolution for our agents
• Resolve Retention issues on agent and broker accounts
• Meet or exceed minimum retention goals
• Meet or exceed a minimum outbound call requirement
• Engage customers with the highest level of respect and integrity

What you'll bring:

• High tolerance for engaging with dissatisfied clients
• Thorough knowledge of a consultative or solutions based sales process
• Familiarity with the real-estate landscape required
• Familiarity with advertising products and services required
• Familiarity with Salesforce preferred
• Knowledge of Excel and Microsoft Outlook required
• Trouble-shoot and resolve customer service issues
• Meet deadlines and work well under pressure
• Multi-task and set priorities
• Work the predesigned work schedule
• Leverage established negotiation tactics

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together. This is a hybrid opportunity in our Scottsdale, AZ office. 

How we Reward you:

• Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:
• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location