Partner Success Manager

Realtor Agent•Austin, TX

6d•Hybrid

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. The Partner Success Manager is responsible for managing strategic partner relationships with Realtor.com® 's third-party real estate lead providers and ListHub data feed customers under the Strategic Partnerships Team. Responsibilities for this role include renewing and upselling ListHub contracts and licenses, customer profiling and segmentation, change management, data-use and lead compliance, retention, lead performance monitoring and special initiatives as assigned. You will manage a book of strategic accounts with a focus on developing strong relationships that help advance our company OKRs. The primary goal of the Partner Success Manager is to drive revenue growth while ensuring customer satisfaction by providing excellent service and support throughout the customer relationship. This role requires strong communication and organizational skills to manage a high volume of accounts and to work collaboratively with sales and customer success teams to achieve renewal, growth and margin targets.

Requirements

Bachelor's degree in Business Administration, Marketing, or related field
8+ years of experience in B2B sales, SaaS, customer success, account management or renewals management within a technology or high growth organization
Critical thinking and problem-solving skills to resolve challenges in a timely manner that meet partner and company needs
Strong time management, prioritization, and organizational skills, with attention to detail and the ability to meet tight deadlines
Excellent communication skills both oral and written
Strong listening, consultative negotiation skills, and the ability to maintain accountability
Proven ability to create strong relationships and ability to de-escalate conflict or misunderstandings
Ability to manage multiple concurrent initiatives with strong attention to detail while adhering to timelines
Ability to analyze data to make informed decisions
Familiarity with legal service agreements with experience advising in drafting new agreements and amendments
Quick learner; willing to dive in and get your hands dirty
Proficient in Salesforce, Google Suite, Microsoft Office, Slack, JIRA (ticket submission)

Nice To Haves

Experience in the Real Estate industry, a plus, but not required

Responsibilities

Manage and prioritize a large volume of ListHub and lead provider accounts across multiple products and services
Manage partner accounts and act as the primary point of contact for all account-related matters, including reporting explanations, accounting resolutions, expectation management, compliance issues, and change management
Build, maintain, and expand partner relationships to maximize opportunities and mitigate risk
Upsell new products to customers wherever possible
Communicate with customers with a regular cadence to educate them on the benefits of renewing and address any concerns or objections they may have
Negotiate renewal terms and pricing as needed to ensure customer satisfaction and achieve renewal targets
Manage the renewal process from beginning to end, including drafting renewal agreements and processing payments
Keep accurate records of all renewal activities and customer interactions in CRM system
Monitor and analyze renewal metrics to identify trends and opportunities for improvement
Collaborate with sales and customer success teams to ensure timely renewal of accounts
Proactively work with Strategic Partnership team manager and third-party lead providers to increase profitable lead delivery by leveraging relationships, technology, and business strategy
Build deep knowledge of the third-party lead and ListHub products to highlight risks, and suggest alternative solutions to internal stakeholders and external partners
Manage communications and expectations for strategic initiatives involving partners and internal stakeholders
Develop ad-hoc and ongoing reporting and analysis, creating KPI insight across the entire set of responsibilities
Work cross-functionally across the organization with sales, implementation, accounting, collections, customer care, analytics, marketing, legal and product