Associate Manager, Customer Success, Enterprise

About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
The team values delivering exceptional customer experiences and plays a critical role in bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges. The effectiveness of the Associate Manager of Customer Success is ultimately evaluated based on the seamless executions that align with Listing Showcase and customers’ quality standards.
This role at Listing Showcase offers an opportunity to work with a dedicated team, focusing on efficient onboarding practices and collaboration to ensure successful client conversions.

About the role

The Associate Manager of Customer Success at Listing Showcase is accountable for overseeing all initiatives involved in deploying new customers to Listing Showcase. Strong leadership abilities are necessary for this role, particularly in guiding and motivating a team of Customer Success Managersto ensure that each implementation is exceptional and achieves success.

This is accomplished by:

• Leading a team and providing coaching to all team members relative to a best-in-class customer onboarding experience.

• Cultivating relationships with Sales to understand customers' expectations and reasons for choosing Listing Showcase.

• Collaborating with Product Development/IT to understand Listing Showcase’s product capabilities and how they address customers' needs.

• Working with internal business partners to investigate, analyze, and troubleshoot sensible solutions to technical anomalies between customers' and Listing Showcase systems.

• Implementing efficiency gains to maximize the customer experience and to establish a culture of continuous improvement.

• Partnering with Sales Leadership  to effectively transition customers from onboarding to ongoing relationship management.

• Maintaining a close connection to all active implementation projects; communicating status updates to various stakeholders.

• Establishing and maintaining a high level of customer satisfaction.

• Fostering a working environment that is energizing, motivating, and contributes to positive team engagement.

• Collaborating with direct reports to drive personal and organizational success; executing Listing Showcase’s core people practices including performance management, professional development, coaching, and recognition.

• Understanding capacity for each direct report, allocating new deals based on availability to provide the highest level of customer service.

• Analyzing key Implementation metrics to assess the team’s performance relative to customer service; recognizing trends and leading actions to maximize productivity and efficiencies.

• Implementing internal workflow policies/procedures; recommending and managing improvement efforts.

• Serving as an escalation point, visiting customers on site when appropriate.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $91,600.00 - $146,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

This role requires focus on the success of our Showcase customers in a dynamic and changing real estate market.

Requirements:

• Four-year degree or equivalent experience preferred

• Previous management experience and technology implementation experience preferred but not required

• Real estate knowledge