Senior Account Manager, Broker Success

Description

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.

About the Role:

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.

What You'll Do:

• 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.

What You'll Bring:

• Bachelor’s degree or equivalent experience.
• 5+ years experience managing enterprise-level relationships for a high-growth company. Real estate experience is a plus..
• 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.

Computer/Software/Application Proficiency:

• Salesforce
• JIRA
• Microsoft Office Suite
• G Suite

Working Conditions: 

The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment.

How We Work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work four or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

How We Reward You:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• 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
• Do the best work of your life at Realtor.com

Here, you’ll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you’ll find your way home too. At Realtor.com®, you’ll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return, we’ll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.