Zillow Group

Associate Manager, Customer Success - Showcase

Posted on: 8 Sep 2024

Seattle, WA

Job Description

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 Managers to 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 $74,700.00 - $119,300.00 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 preferred

Excellent leadership and motivational skills; must excel at providing direction, motivating, and coaching to direct reports and be visible with front-line managers and associates

Excellent written and verbal communications and interpersonal skills

Good organizational and time management skills

Demonstrated proficiency with complex technology

Ability to adapt to change and a rapidly growing environment

Flexibility in scheduling to meet customer needs with short turnaround

Strong analytical skills

Zillow Group

Seattle, WA

Zillow Group, the largest portfolio of real estate brands on mobile and the web, is building a safe, on-demand real estate experience. Whether selling, buying, renting or financing, customers can turn to Zillow's businesses to find and get into their next home with speed, certainty and ease.We are on a mission to help people unlock their next chapter and are building transformational tools and services that create an on-demand real estate transaction experience. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help them finish it — and no matter what job you're in, you will play a critical role in making this vision a reality.

At Zillow Group, we're powered by our inclusive work culture, where everyone has the support and resources to do the best work of their careers. Our efforts to streamline the real estate transaction is supported by our passion to empower people and enrich lives around everything home, a deep-rooted culture of innovation, a fundamental commitment to Equity and Belonging, and world-class benefits. But, don't just take our word for it. Read our reviews on Glassdoor and recent recognition from multiple organizations, including: Human Rights Campaign (HRC) Corporate Equity Index, Fortune Best Workplaces for Technology, Fortune Best Workplaces for Millennials, Fortune Best Workplaces for Parents, Fatherly's Best Workplaces for New Dads, JUST Capital 100 Company, and the Bloomberg Gender Equality Index constituent.

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