Sales & Success Manager, SmartSale Concierge

Auction.com • Irvine, CA

6d • $97,400 - $129,850

About The Position

The Sales & Success Manager, SmartSale Concierge leads a team of Concierge representatives serving homeowners referred by mortgage servicers, guiding them through SmartSale from first contact through listing and sale. The team provides high-touch, empathetic concierge service and serves as a communication and escalation point between homeowners and servicers, including on short sale approval progress.

The Manager is accountable for conversion, particularly getting homeowners listed quickly and at an appropriate price, as well as service quality and documented handoffs to the Short Sale Coordination team. The role works closely with servicer partners, local agents, Short Sale Coordination, Product, Marketing, Compliance, and the VP. The ideal candidate brings customer success and sales leadership experience, empathy for homeowners experiencing hardship, and familiarity with mortgage servicing and loss mitigation.

Requirements

• 7+ years of experience in customer success, account management, sales, loss mitigation, mortgage servicing, or real estate in a high-touch, relationship-driven role.
• 3+ years of experience leading, supervising, or coaching a team, ideally of 10 or more.
• Demonstrated track record of meeting conversion, sales, or service targets.
• Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment.
• Availability to support standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.
• Experience managing complex, high-touch customer relationships and coaching a team to deliver consistently.
• Sales leadership skills, including pipeline management, forecasting, conversion coaching, and accountability for results.
• Ability to coach and lead sales and customer-facing representatives toward measurable results.
• Strong empathy and professionalism with homeowners experiencing hardship, and ability to coach others to demonstrate the same.
• Working knowledge of mortgage servicing, loss mitigation, foreclosure prevention, and the short sale process.
• Strong communication, negotiation, and escalation skills when working with servicers and other third parties.
• Metric-driven approach to managing conversion, speed, and quality.
• High attention to detail and strong follow-through across many concurrent files.
• Sound judgment regarding compliance boundaries, including not providing legal or financial advice.
• Proficiency with a CRM such as Salesforce or equivalent, Microsoft Office Suite, and call and communication tools.

Nice To Haves

• BA/BS degree or equivalent experience.
• Experience with short sales, foreclosure alternatives, or REO.
• Existing relationships with mortgage servicers or loss mitigation teams.
• Experience in a real estate marketplace, proptech, or sales organization with a high-volume pipeline.
• Experience coaching teams through a high-volume, regulated outreach environment.

Responsibilities

• Lead, coach, and develop a team of 8–15 Concierge representatives serving homeowners referred through the Servicer Program.
• Set expectations, scorecards, quality standards, and coaching routines, including call and file reviews and one-on-ones.
• Balance team workloads according to referral volume, urgency, and case complexity.
• Lead hiring, onboarding, training, and performance management in partnership with HR.
• Monitor team KPIs, including referral-to-contact rate, speed to first contact, lead-to-list conversion, pricing at listing, price reductions, days on market, listed-to-sold conversion, and homeowner satisfaction.
• Ensure representatives provide timely, empathetic, clear outreach and guidance to homeowners experiencing financial and emotional stress.
• Drive conversion from referral to engaged homeowner to listing through follow-up, persistence, and pipeline management.
• Qualify and triage homeowners, working with the Retail Market manager to route sellers to the appropriate path.
• Ensure homeowners understand their options, the process, timelines, and responsibilities without providing legal or financial advice.
• Ensure communications comply with applicable consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM.
• Drive timely listings at appropriate prices and reduce time from referral to live listing.
• Coach representatives on pricing conversations informed by market data and local agent input, while setting realistic expectations without providing financial advice.
• Work with the agent network and Short Sale team on pricing strategy and valuation issues affecting servicer approval.
• Track and act on pricing indicators, including list price versus valuation, price reductions, days on market, and offer activity.
• Serve as the day-to-day communication and escalation point with servicer partners for referred homeowners, providing status updates and setting expectations.
• Coordinate with the Short Sale Coordination team as the servicer ombudsman on short sale approval progress and related issues.
• Build and share team knowledge of servicer requirements, contacts, timelines, and escalation paths.
• Lead efforts to engage the servicer when a homeowner enters the process without servicer involvement.
• Share referral performance and outcomes with servicer partners and the VP, as applicable.
• Own documented handoffs from Concierge to listing and from listing to Short Sale Coordination after contract execution.
• Partner with Short Sale Coordination leadership to resolve roadblocks and keep homeowners informed.
• Work with the agent network to match homeowners with trained local agents and manage agent performance on Servicer Program files.
• Partner with Product, Marketing, and Compliance on process, tooling, messaging, and communications.
• Maintain accurate CRM records, notes, and status tracking across the team.
• Recommend process, script, and tooling improvements based on team data and homeowner and servicer feedback.
• Provide regular performance reporting and forecasts to the VP.

Benefits

• Medical, dental, and vision insurance.
• Auction.com contributes an amount equal to 25% of eligible employee contributions to its 401(k) plan.
• Paid Time Off (PTO), including 12 paid holidays.
• Annual performance bonus tied to team conversion, listing outcomes, and service results.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed