Sales & Success Manager, SmartSale Concierge

Auction•Irvine, CA

About The Position

The Sales & Success Manager, SmartSale Concierge leads a team of Concierge representatives serving homeowners referred through the Servicer Program, guiding them through SmartSale from first contact through listing and sale. The team provides white-glove service and serves as an ombudsman to mortgage servicers regarding short sale approvals and related steps. The Manager is accountable for conversion—especially getting homeowners listed quickly and at an appropriate price—as well as service quality and effective handoffs to the Short Sale Coordination team. This role combines customer success and sales leadership with empathy for homeowners experiencing financial hardship. It works closely with mortgage servicers, the agent network, Short Sale Coordination, and internal Product, Marketing, and Compliance partners. The Manager maintains performance tracking and reporting, improves processes and tools, and ensures the team observes communication and consumer protection requirements without providing legal or financial advice.

Requirements

7+ years of experience in quota-carrying 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.
Customer success leadership 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 to measurable results.
Empathy and professionalism with homeowners experiencing hardship, and ability to coach others to do 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 concurrent files.
Sound judgment on compliance boundaries, including avoiding legal or financial advice.
Proficiency with CRM (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 workloads according to referral volume, urgency, and case complexity.
Lead hiring, onboarding, training, and performance management in partnership with HR.
Monitor 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 through homeowner engagement and listing through follow-up, persistence, and pipeline management.
Qualify and triage homeowners and work with the Retail Market manager to route sellers appropriately.
Ensure homeowners understand their options, process, timelines, and responsibilities, without providing legal or financial advice.
Ensure the team follows applicable communication and consumer protection requirements, including TCPA and CAN-SPAM outreach rules.
Lead efforts to get homeowners listed quickly and at appropriate prices, reducing time from referral to live listing.
Coach representatives on pricing conversations grounded in market data and local agent input, and on 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 on referred homeowners, providing status updates and setting expectations.
Coordinate with the Short Sale Coordination team as an ombudsman to servicers on short sale approval progress and related issues.
Build and share working knowledge of each servicer's 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 once a contract is executed.
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.
Identify and recommend process, script, and tooling improvements based on team data and homeowner and servicer feedback.
Provide regular performance reporting and forecasts to the VP.