Lead 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 Lead Account Manager, Broker Success is responsible for managing all facets of Realtor.com’s broker programs: customer profiling and segmentation, sales operations, program implementation, upsells, retention, and renewals. In this role, you will lead cross-functional efforts with Sales, Product, Operations, Enterprise Systems, and Finance to help develop our broker products and broker customer experience. You will manage a small book of strategic accounts investing in our high-priority broker products, developing relationships that help advance our corporate OKRs. You will serve as a leader for the dedicated Account Managers, assisting with escalations, upsell opportunities, coaching, and staff development. You will also streamline business operations, provide product training, discuss technical aspects about products and be responsible for change management on all product and system updates for the Broker Success team.

 What You'll Do:

• Act as a program manager in cross-functional projects, leading Realtor.com’s efforts to scale and grow our broker products and experiences.
• Execute effectively towards company initiatives set by leadership and corporate OKRs.
• Manage a small book of strategic accounts investing in our high-priority broker products.
• Assist revenue retention with high-priority accounts, partnering with Account Managers on escalations.
• Assist the Sr. Manager, Broker Success with the coaching and development of the Broker Success team.
• Educate and motivate the Broker Success team, working with them on quality, efficiency, product knowledge and account management skills.
• Communicate effectively with individuals across all levels of the company, including Sales, Product, Marketing, Technology, Operations, and Finance.
• Communicate to internal departments on customer details, product enhancement requests, and technical aspects of Realtor.com products.
• Have comprehensive business knowledge and technical skill on Salesforce, Focus Fire, and other enterprise systems.
• Help provide on-going productivity measurements using Salesforce Reporting to support KPI analysis.

 What You'll Bring:

• To be successful in this role, the Lead Account Manager, Broker Success must feel comfortable taking ownership of cross-functional initiatives and projects. You will be scaling and operationalizing our broker experience. You will have to effectively multitask, prioritizing these projects and initiatives with your own book of business, as well as assisting Account Managers with escalations.
• Bachelor’s degree and 8-10 years of related or relevant experience.
• Minimum of 5 years of account management experience with key/major accounts.
• Experience overseeing complex corporate projects through completion.
• Experience as a team leader.
• Excellent verbal and written communication skills.
• Ability to work with PCs, Internet and Microsoft applications (Word, Excel, and Outlook).
• Salesforce experience.
• Knowledge of the real estate industry.

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.