Customer Success Manager

Compass•Nashville, TN

25d•Onsite

About The Position

At Compass, the Customer Success Manager, also called an Agent Experience Manager (AEM), is the first point of contact for customers joining Compass and serves as their account manager thereafter. The role supports customers with understanding Compass, learning its tools and programs, marketing requests, and other needs, while delivering a high-quality customer experience. This position is 100% in-office at 615 Woodland Street in Nashville, Tennessee. The AEM manages a portfolio of high-touch customers and provides day-to-day assistance while also helping operate and maintain the office. The role promotes adoption of Compass technology and services, provides marketing support, partners on customer onboarding, and contributes to office openings, national initiatives, and expansion or M&A activity. The AEM works across teams to represent agent questions and feedback and helps foster a positive, constructive, and engaged office culture.

Requirements

2–3 years of experience in customer service, training, office management, hospitality, or operations.
Passion for supporting and serving agents who are growing their businesses.
Ability to establish credibility with key agent decision-makers and influencers.
Strong listening skills; ability to connect with others and empathize with customer pain points.
Passion for creating community and encouraging in-office interaction, bonding, and engagement.
Strong problem-solving and analytical skills, with the ability to adapt and formulate solutions quickly.
Strong communication and interpersonal skills, including the ability to build and manage relationships.
Meticulous attention to detail and strong organizational skills.
Strong creative writing skills and an eye for design.
Ability to work in the office during standard operating hours.
Ability to lift up to 25 lbs.

Nice To Haves

Previous experience in real estate.
Previous experience delivering live or remote training.
Previous experience working with enterprise technology such as Zendesk, Salesforce, or Confluence.

Responsibilities

Manage a portfolio of high-touch customers as their day-to-day contact for questions and issues by phone, email, and in-person meetings.
Welcome guests, answer the office phone line, distribute mail, provide first-line support for office-related needs, maintain the office’s appearance and organization, manage supply inventory, and escalate facilities issues.
Promote adoption of Compass technology and related services through one-to-one support, strategic recommendations, and group training sessions.
Provide marketing support by answering questions, creating collateral from templates such as listing presentations and postcards, and connecting customers with marketing specialists for complex requests.
Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
Support projects including new office openings, national initiatives, and expansion or M&A activity.
Collaborate with other team members and departments to represent agents’ questions and feedback.
Help foster a positive, constructive culture and support the creation and implementation of change.