Customer Success Manager

Compass • Winnetka, IL

4h • $27 - $30 • Onsite

About The Position

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 primary contact for customers from the moment they join Compass. Your role involves supporting customers with various needs, including understanding Compass, training on tools and programs, and assisting with marketing requests. You are expected to be passionate about delivering a world-class customer experience.

Requirements

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• 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; you encourage in-office interaction, bonding and engagement
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Meticulous attention to detail, highly organized
• Strong creative writing skills and 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 a plus
• Previous experience with live or remote training a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus

Responsibilities

• 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
• 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 including listing presentations and postcards, and being the liaison to marketing specialists for more 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

Benefits

• Participation in our incentive programs (which may include eligible cash, equity, or commissions)
• paid vacation
• holidays
• sick time
• parental leave
• recharge leave
• medical benefits
• tele-health benefits
• dental benefits
• vision benefits
• 401(k) plan
• flexible spending accounts (FSAs)
• commuter program
• life insurance
• disability insurance
• Maven (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees