Customer Account Manager

| Greater Denver Area
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About the role: 

Our team at Landed is growing! We’re excited to be hiring a fantastic Customer Account Manager to support our homebuyers -- we are hiring for two roles: one to work with buyers on the West Coast/Mountain West, and another to work with buyers on the East Coast. You will join an energetic, driven group of humans on the Customer Experience team working together to ensure we provide a fantastic experience to every educator who’s interested in learning more about Landed. This role reports to the Head of Customer Experience. 

As a Customer Account Manager, from day one, your work will set the stage for us to grow into supporting more homebuyers across the country. With the ultimate goal of helping educators succeed in the homebuying process, you’ll manage a large portfolio of Landed customers. You will consistently provide a supportive, educational, personalized homebuying experience rooted in trust and understanding.  This is an ideal role for a mission-oriented relationship builder, problem solver, and project manager who is energized by developing genuine and positive connections with a diverse group of educators and supporting them to fulfill a dream of homeownership.

In this role, you will:

  • Coach and educate customers through Landed’s homebuying programs (Landed down payment program, competitive offer reviews, and more).  You will work alongside the homebuyer’s Relationship Manager to help each educator learn about and select the best programs for their specific needs.  You’ll learn the ins and outs of Landed products related to homebuying; supporting everything from working with your agent to understanding your mortgage options to making your first offer, explaining the nuances of the Landed option contract and helping the homebuyer have a successful home close! You’ll focus on providing action-oriented, personalized education to empower customers to make decisions that are right for them during their homebuying process.  
  • Deliver a consistent, high-quality experience to all current and potential Landed customers. Bring genuine curiosity, positivity, and a resourceful, problem-solving orientation to everybody’s unique situations. Do the hard work to be transparent and explain the rationale behind decisions.  Act thoughtfully and efficiently to problem solve the inevitable, complex challenges that come up during the homebuying process. Provide encouragement and support during happy and challenging moments.  
  • Manage and engage a pipeline of 100+ homebuyers in your region.  You’ll have a portfolio of customers that you’ll guide through multiple stages of their homebuying journey. You’ll onboard up to 20 customers per week, support customers making 20+ offers per week, and manage up to 50+ customers through the closing process at a time.  You’ll also be the backbone of their homebuying team helping ensure success, working with key players involved such as their Landed partner agent and loan officer.
  • Develop and improve systems. Innovate and experiment to drive better outcomes for homebuyers throughout the pipeline. Deep dive on challenges facing the whole customer team and tackle projects such as “how can we better engage and add value to buyers who are planning to be ready in 1 year?” Innovate and develop new systems and processes to provide better outcomes.  Pilot ideas with customers in your pipeline and share outcomes with the rest of the customer team so we can learn together. When pilots go well, support expanding the idea to the whole team. 
  • Collaborate with the Landed team and partners to set our homebuyers up for success.   Collaborate with Relationship Managers, partner agents, and lenders to work as a coordinated team delivering a seamless homebuying experience for our customers. Collaborate with Partner Success and Product to provide feedback, propose new ideas, and prototype new/improved relationships with partners and aspects of the customer experience and related products.

You will bring these strengths to the role...

  • Coaching Mentality: You are a motivator who sees the potential in people. You’re skilled at listening, asking questions, and building understanding in order to empower others. You encourage and help others see the possibilities. You are empathetic and are excited to support our customers through what can be an exciting and challenging process. 
  • Personalized Communication: Working with a diverse group of stakeholders (homebuyers, agents, lenders and more), you’re a natural connector.  You thrive at explaining difficult concepts simply. You hear what people say, seek understanding, and listen to what they really mean.  You adjust your communication style to meet the unique needs of people and translate messages among different stakeholders internally and externally. 
  • Project Management: Because this role manages many stakeholders and competing priorities at once, prioritization is necessary. You love to juggle a lot of things all at once. You’ll balance acting with urgency with providing high-quality, positive experiences.
  • Problem-Solving & Decision-Making:  You love to solve problems. You’re skilled and persistent at getting to the bottom of an issue and resourceful in resolving it efficiently. You’re comfortable in ambiguity and in situations that don’t necessarily have a clear answer.  Even better -- you can help us to develop a process and a roadmap to guide future decisions. You excel at finding the simplest solution that not only gets the job done but surprises and delights. You’re always looking for ways for Landed to be doing things better.  
  • Motivated Learner: You’re excited to learn new complex processes and systems related to housing and homebuying.  You are open to learning and utilizing new technology platforms and systems. You’re ready to develop new expertise for this role that can take up to 12- 18 months, including getting your real estate license. You are curious about the housing and education spaces and the role Landed can play to help these complex systems. 

You're an ideal candidate if:

  • Willing and able to support homebuyers across multiple time zones and have some flexibility during evenings for homebuyer communication. One role will focus on West Coast/Mountain West Hours (roughly 9am-5pm MT), while another will focus on East Coast Hours (roughly 7am-3pm MT). 
  • A people person who’s energized by motivating and supporting customers to navigate the sometimes tricky homebuying situations that inevitably come up.  
  • Bringing account management experience 
  • A professional with at least 3 years of work experience.
  • You’re willing and excited to learn from failure, and get right back at it.
  • Someone who loves to learn and grow every day.
  • Good-natured and enjoy spending time with a diverse group of people both inside and outside of work.

We'd be even more excited if:

  • You're a fluent Spanish speaker.
  • You bring previous experience in real estate or education.
  • You have experience with the homebuying process. This could be through purchasing your own home, supporting family or friends purchasing a home, or working in the real estate housing industry in any capacity (lending, sales, etc.)
  • You are familiar with what it's like working for a high growth startup company

This role may not be the best fit for candidates who are looking for:

  • An established position with precedent to follow and a set blueprint to carry out; we need self-starters.
  • Easy hours, low risk, slow paced.
  • A strategy role without execution.

This is a full-time, exempt role based in Denver, CO. This salary for this role is $65,000-$78,000; with equity at a high-profile, Series A start-up.

We offer full health & wellness benefits, including a wealth of other benefits to support your professional growth (example: an annual $10,000 personal/professional development budget). We also encourage and accommodate schedules that take into consideration the diversity of responsibilities and goals our teammates have outside of the office.

One role will focus on West Coast/Mountain West Hours (roughly 9am-5pm MT), while another will focus on East Coast Hours (roughly 7am-3pm MT). You may travel occasionally to regions you support.

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