Customer Success Manager, Compass
$85-95k
Office located in Hollywood, LA
Real estate technology platform
Be an early applicant
Real estate technology platform
1001+ employees
Be an early applicant
$85-95k
Office located in Hollywood, LA
1001+ employees
Company mission
To help everyone find their place in the world.
Role
Who you are
- B.A. or B.S. degree
- 3-5 years in client success or relationship management
- 1-2 years of team management experience
- Experience with Zendesk and Salesforce offerings
- Impeccable attention to operational detail and problem-solving skills
- Team player adept at collaborating with others
- Self-starter attitude and ability to exercise judgment and problem-solve with minimal supervision
- Continuous desire to improve existing processes and develop creative solutions
- Exceptional written and verbal communication
- 1-2 years experience in real estate brokerage industry or technology a plus
What the job involves
- As a Manager, Customer Success, AKA Associate Manager on the Agent Experience team, at Compass, you will oversee the agent experience by leading a collaborative cross-departmental team providing best-in-class agent support
- As an in-house brand ambassador, you will work with regional and market-based leaders of our talented teams including sales managers, marketing strategists, product engineers, and real estate experts to anticipate agents’ needs and create innovative solutions
- You will assist in ensuring our offices run smoothly and are well kept
- You will ensure that your team is delivering a great customer experience via agent onboarding, delivering on marketing requests, product trainings and more
- You’ll develop a nuanced understanding of agents’ businesses and operational needs and will work closely with senior Compass leadership to continuously improve our agent resources and offerings
- Coach, train and lead a team of Agent Experience Managers, Agent Experience Coordinators, and Senior Agent Experience Managers
- Assist in office management needs by being the escalation point for your team of Agent Experience Coordinators manning the front desks
- Own Compass product and program adoption goals, diagnosing if regional go-to-market plans are effective and adjusting/iterating where necessary
- Responsible for ensuring OCRs & KPIs are met for the direct reports you oversee
- Manage and create operational process and efficiency from conception through implementation and ongoing facilitation
- Ensure that the team provides exceptional marketing support to the customers & ensure AEMs have the proper training to be successful
- Partner with Director of Operations and the Manager of Agent Experience to monitor agent satisfaction and organizational OCRs
- Build strong relationships with agents, sales managers, and managing directors to act as a point of escalation and thought partner
- Master best practices and drive change management in partnership with multiple departments
- Assist with prioritization of projects, onboardings, and initiatives
- Build robust training materials for new hires to ensure successful integration into compass
Our take
Compass uses an AI-driven platform to smooth out and speed up the process of buying, selling, or renting property. It functions much like a traditional broker, but employs tech to reduce the time, uncertainty, cost and friction of transactions for buyers, sellers & agents.
It's disrupting a sector so far largely averse to tech innovation, allowing users to close deals in less time than the industry average of 30-45 days. Compass is now the largest independent real estate brokerage in the USA, with over 29,000 agents nationwide.
Despite being a leading residential brokerage and competing well, Compass has remained unprofitable. While the company is replanning its cost structure to be profitable over the next year, it announced its third round of payoffs in early January 2023. Its profit-generating plans include expanding into mortgages, escrow & title services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jul 2019
$370m
SERIES G
Sep 2018
$400m
SERIES F
Total funding: $1.5bn
Company benefits
- Flexible Working
- Work From Home Opportunities
- Paid Vacation, Holidays, Sick Time
- Paid Parental, Marriage, and Recharge Leave
- Medical, Tele-Health, Dental and Vision Benefits
- 401(k) Plan
- Flexible Spending Accounts (FSAs)
- Commuter Program
- Life and disability insurance
- Maven (a support system for new parents)
- Carrot (fertility benefits)
- UrbanSitter (caregiver referral network)
- Employee Assistance Program
- Pet Insurance
Company HQ
Midtown Manhattan, New York, NY
Leadership
Robert Reffkin
(CEO)After 2 years at McKinsey, Robert worked as a Lazard Associate and White House Fellow. They joined Goldman Sachs in 2006, where they worked as VP of Principal Investment before leaving in 2012 to found Compass. Alongside this, Robert ran 50 marathons in 50 states to raise $1 million dollars for for youth education and enrichment programs.
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