Senior Client Success Manager

| Austin, TX | Hybrid
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Our employees can choose what works for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow employees to perform at their best ensuring a healthy work-life balance.

The Senior Client Success Manager is responsible for developing, leading, counseling, motivating, and managing a large scale call center organization of 100+ employees with a supporting team of managers to achieve call center goals and quota. The Senior Client Success Manager is responsible for providing the necessary tools, information, and coaching for managers and their teams to be successful. This includes creating a safe and fun culture to promote employee morale and engagement. The Senior Client Success Manager identifies improvement opportunities in processes, reporting, metrics, products, customer service and sales strategies.


Duties & Responsibilities:

  • Responsible for the achievement of overall goals with a focus on call center metrics including dials, conversion, successful activities, and closes while continuously improving the quality of services provided to clients and partners.
  • Lead the workforce by establishing goals, directing their work, providing insights and developing their skills.
  • Drive alignment, consistency and cohesiveness in people practices, team management, and customer service.
  • Coach Managers on management, leadership, planning, coaching and developing high performing teams in the call center. Implement and assure compliance with all company process requirements, rules and policies
  • Should be the champion of the scripts, Sales, and Quality processes and coach and manage Reps and Managers in accordance in order to develop them, drive productivity, and ensure the requirements are understood
  • Proactively identify opportunities for corrective action and counsel, discipline, and/or administer warnings to staff when adherence to policy and Quality are not met
  • Manage Call Center and overall support workload, staffing levels, resources, attendance and culture by communicating guidelines and upholding expectations on company policies
  • Lead team meetings to discuss daily operations and performance to create a strong sense of motivation and encouragement
  • Partner and communicate with other departments and related groups to improve use of technology and develop solutions to improve efficiency, quality, culture and overall call center performance.
  • Ownership and decision making in company personnel, including support, service and management resources in order to meet partner performance objectives and partners’ objectives.
  • Interface with Quality to understand emergent trends and implement best practices.
  • Partner with HR & Recruiting to align recruiting resources to business and market strategies and needs.
  • Collaborate with Training to facilitate a successful transition from Training to the sales and call center teams.
  • Partner with senior company leaders to creatively foster a fun and positive work environment.
  • Provide reports and/or assessments of Call Center performance, attendance, development, achievements, as requested
  • Other projects and duties as assigned by manager and executives

Requirements:

  • Bachelor’s Degree and 4+ years of experience in Call Center Operations and/or Sales Operations Leadership or 8+ years work experience in a related field
  • Experience leading and managing a complex, dynamic call center environment focused on sales, customer service or client relationships in a business setting where a product or service is supported.
  • Experience managing a large high volume, metric driven call center or sales team.
  • Demonstrated ability to drive business results in a fast-paced, matrixed environment overseeing a 100+ employee organization.
  • Demonstrated project management capabilities including team leadership, budget management and driving quality outcomes.
  • Balance of strategic skills and the ability to execute.
  • Excellent oral and written communication skills.
  • Extremely organized with great attention to detail.
  • Strong people leadership skillset
  • Ability to learn quickly and to creatively solve new problems.

 

About realtor.com

At realtor.com®, we believe that everyone deserves a home of their own. We’re a community of nearly 2,000 employees who work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we’re there to lend a helping hand. Every month, over 85 million people trust us with their journey home by visiting our site and mobile apps, and we’d love to have you join our team to help.


We’ve got great offices in the U.S. and Canada with lots of sweet jobs to choose from, so we’re hoping you’ll join us on our journey to make buying, selling, renting, and living in homes easier and more rewarding for everyone.  


Let’s make a difference, together. For Real.

Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.

#LI-BH1

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases

An Insider's view of Realtor.com

How does your team reward individual success?

We reward success through recognition and appreciation. We often celebrate wins loudly and with fun events. It's one of the best parts of our culture!

Fluker

Consumer Experience Manager

What projects are you most excited about?

I'm most excited about how we're scaling our outreach to consumers which allows us to help more people every day. Not only that, but I love the pace we have in testing new consumer experiences!

Diane

Senior Product Manager

How has your career grown since starting at the company?

I’ve been with Realtor.com for exactly one year and I’ve grown a great deal. I’ve expanded my literacy from AWS to Python to React Native and been mentored all along the way.

Yufeng

Senior Software Engineer

How do your team's ideas influence the company's direction?

With 100 million unique users to Realtor.com a month, we play a leading role in the world's largest real estate network, sitting uniquely in this position of big data, while still being a mid-sized company that is able to democratize the information throughout the business. It’s an incredible position to be in.

Anne

Vice President, Product Management

What unique initiatives do you have that encourage innovation?

Our consumer success model is best in class, yet we continuously strive to build even better services and products for for the Realtor.com consumer.

James

Senior Training Manager

What are Realtor.com Perks + Benefits

Realtor.com Benefits Overview

At Realtor.com, we fully embrace the value of having an inclusive culture where people can be their whole selves and do their best work. Having healthy and happy employees is extremely important, which is why we offer all of our employees more than just great basic health coverage. We strive for a culture where everyone feels fully "at home."

Culture
Volunteer in local community
We love our neighbors and think it important to give back to those in need.
Partners with nonprofits
From our volunteer work with Habitat for Humanity to our employee charitable gift matching per employee, our commitment to our communities is unwavering.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Austin Tech Center employees have flexible start and end times.
Diversity
Mandated unconscious bias training
Mandatory company-wide training on Inclusive leadership and inclusive culture.
Diversity manifesto
Diversity employee resource groups
Our Employee Resource Groups invite our employees as they bring their whole, authentic selves to work and engage with one another in taking action to build a more diverse and inclusive work space.
Hiring practices that promote diversity
Unbiased candidate sourcing, diverse candidate pools and removal of referral source data in support of unbiased candidate selection is our approach.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability insurance
Realtor.com offers both short term and long term disability programs upon your date of hire at no cost to you.
Dental insurance
Realtor.com® offers two dental plans through Aetna. The Aetna Dental PPO allows flexibility to see in and out-of-network providers, while the Aetna Dental DMO is a low-cost, in-network only plan.
Vision insurance
Vision coverage is available through the Aetna Vision Preferred plan. It offers coverage for a variety of services both in and out-of-network.
Health insurance
For the 2021 plan year, there is a choice of four medical plans offered through Aetna and Kaiser.
Life insurance
Realtor.com® provides life insurance coverage for both Basic Life and Accidental Death and Dismemberment for all eligible employees.
Pet insurance
Coverage is available for accidents, illnesses and preventive care.
Wellness programs
Employees can access unlimited, on-demand, and personalized streaming videos on the topics of exercise, mindfulness, nutrition, sleep, and financial well-being.
Mental health benefits
News Corp and realtor.com provide a variety of choices for serving and supporting your emotional wellbeing needs.
Financial & Retirement
401(K)
At realtor.com®, there are two retirement saving accounts available; the Traditional 401(k) and the Roth 401(k). You may choose to contribute to either plan to participate in the employer matching.
401(K) matching
The News Corp 401(k) Savings Plan provides a matching program of 100% of the first 1% and 50% of the next 5% to help you make the most of your money.
Performance bonus
Charitable contribution matching
Realtor.com offers charitable gift matching of up to $500 per employee annually.
Child Care & Parental Leave Benefits
Childcare benefits
A dependent care FSA reimburses you for eligible child and adult care expenses such as day care, before/after school care, nursery school, preschool, and summer day camp.
Generous parental leave
Paid Parental Leave to include bonding, adoption, & surrogacy (20 weeks for primary caregivers and 4 weeks for secondary caregivers)
Family medical leave
There may come a time when you need to begin a leave of absence to cover needs such as disability, caregiver leave, Family Member Leave Act (FMLA). MetLife will be your main point of contact.
Company sponsored family events
Annual events including friends and family members are a company highlight.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Realtor.com provides reimbursement up to $2,500 annually, for graded, pass/fail courses.
Lunch and learns
Promote from within
Mentorship program
Our HomeGrown Mentoring Program is available for all full time employees in Austin.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

When we show up to work each day, regardless of title or tenure, we all want to be heard, be valued, and know that our contributions matter.

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