Senior Account Manager, Broker Success
About The Position
The Senior Account Manager, Broker Success manages a book of business comprising Realtor.com’s strategic, high-value account relationships. The Senior Account Manager builds long-lasting, mutually-beneficial relationships with their accounts with the goal of helping secure and retain revenue. This is done through developing impactful relationships, working with customers on product knowledge, and effective account management. Senior Account Managers serve as a dedicated consultant, problem-solver, and relationship manager with account stakeholders. You will collaborate with multiple departments and divisions to ensure customer concerns, inquiries, and expectations are communicated and resolved. As a Senior Account Manager, you will serve as a leader and escalation point for the Broker Success department and other Account Managers. You will assist with the coaching and development of staff, and you will contribute to the overall success of the department.
Requirements
- Bachelor’s Degree or equivalent experience.
- 5+ years experience managing enterprise-level relationships for a high-growth company.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office and G Suite, with intermediate knowledge of Excel and Sheets.
- Friendly and positive personality; able to effectively engage a variety of audiences at all levels of a business.
- A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.
- Strong influencer and people leader.
- Comfortable presenting to audiences and running customer meetings.
Nice To Haves
- Real estate experience is a plus.
Responsibilities
- Proactively communicate with and manage assigned accounts to encourage their continued engagement with Realtor.com’s products and services.
- Develop and sustain strong account relationships through consistent onboarding, coaching, and communication.
- Educate accounts on product configurations and best practices to increase product performance, agent engagement, and revenue.
- Provide support and guidance to account stakeholders with structured data and reporting to support recommendations for products during renewals and new orders.
- Execute effectively towards company initiatives set by leadership and corporate OKRs.
- Use data to determine daily priorities and key accounts requiring engagement.
- Maintain enterprise systems (i.e. Salesforce, Focus Fire) with accurate contact data, communication logs, and account activity.
- Maintain updated knowledge of new company products and services.
- Resolve challenging client inquiries, issues, and escalations, using cross-functional teams as needed and preventing additional issues by improving processes.
- Identify, troubleshoot and escalate bugs within multiple platforms, including SalesForce, Broker/Office/Agent Dashboards and Focus Fire.
- Work on Special Projects as assigned.
- Coach, develop, and train other Account Managers.
- Serve as a leader and escalation point within Broker Success.
Benefits
- Inclusive and Competitive medical, Rx, dental, and vision coverage
- Family forming benefits
- 13 Paid Holidays
- Flexible Time Off
- 8 hours of paid Volunteer Time off
- Immediate eligibility into Company 401(k) plan with 3.5% company match
- Tuition Reimbursement program for degreed and non-degreed programs
- 1:1 personalized Financial Planning Sessions
- Student Debt Retirement Savings Match program
- Free snacks and refreshments in each office location
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
