Senior Account Manager, Broker Success

Senior Account Manager, Broker Success at Realtor.com®

Are you an expert at relationship building and managing high-value accounts? Are you eager to develop impactful relationships, while securing and retaining revenue? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Senior Account Manager, Broker Success and help change the world of real estate, one home at a time.

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. 

Top Reasons to Apply:

• Act as a Dedicated Strategic Consultant: Take ownership of a premier book of business, serving as the primary relationship manager, data-driven consultant, and trusted problem-solver for Realtor.com’s highest-value broker accounts.
• Mentor and Lead Within the Team: Step into a recognized leadership role where you will actively coach, train, and develop other Account Managers, while serving as a critical escalation point for the Broker Success department. 
• Drive Data-Backed Customer Success: Use advanced reporting, analytics, and enterprise systems (like Salesforce) to deliver structured insights that maximize product performance, boost agent engagement, and secure revenue retention. 

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 experien