Customer Account Manager

The Account Manager, Broker Success manages a book of business comprising Realtor.com’s strategic, high-value account relationships. The Account Manager builds long-lasting, mutually-beneficial relationships with their accounts with the goal of helping secure and retain revenue and drive close rates. This is done through developing impactful relationships, continued education, product knowledge and effective account management. 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 an Account Manager, the employee will be crucial to the process of account setup and subsequent entry of dynamic orders.   Duties and Responsibilities: 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 close rates. 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.     Required Background: To be successful in this role, the Account Manager, Broker Success must feel comfortable owning the success of their own book of business, proactively communicating with their accounts in order to secure and retain revenue and drive close rates. The Account Manager, Broker Success will serve as the 360° point of contact for their accounts, owning their overall relationship and experience with Realtor.com.    What We Like To See / Measures of Success: Bachelor’s Degree or Equivalent Experience 3 years of customer service experience –key/major accounts an asset. 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. Experience with technical customer support.