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Senior Customer Success Manager, Showcase

2 months ago

Seattle, Washington, United States Zillow Group Full time
About the Team

Zillow Group is a leading provider of real estate technology and services, dedicated to making home a reality for more people. Our team is passionate about delivering exceptional customer experiences and plays a critical role in bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges.

The Role

The Senior Customer Success Manager at Zillow Group is responsible for the ownership of our larger, more complex customer relationships. This role requires a strong focus on customer success, with a proven track record of building and maintaining strong relationships with clients. The ideal candidate will have a deep understanding of the real estate industry and be able to advise customers on best practices.

Key Responsibilities
  • Establish Immediate Rapport: Build strong relationships with customers, quickly understand their needs, and tactfully address challenges and concerns while driving the implementation forward.
  • Serve as Primary Point of Contact: Own a book of business comprising of our larger and more complex customers, serving as the primary point of contact for clients throughout the customer journey.
  • Act as Subject Matter Expert: Serve as a subject matter expert and advocate for Zillow Group, ensuring that implementation and adoption aligns with customers' specific expectations.
  • Proactively Advise Customers: Proactively advise customers on best practices and recommend system and process changes that are essential for achieving customer outcomes.
  • Influence Future Lifetime Value: Influence future lifetime value through higher product adoption, customer happiness, and overall health scores.
  • Host Business Reviews: Host monthly or quarterly Business Reviews to discuss engagement, updated customer goals, and share business or product updates.
  • Deliver Training Sessions: Deliver training sessions to new users through phone/web-based or in-person interactions.
  • Lead Collaboration Efforts: Lead or represent the Customer Success team in collaboration efforts with other internal teams to determine renewal strategy and identify expansion opportunities.
  • Provide Guidance and Support: Provide valuable guidance and support to train and mentor new team members.
Requirements
  • Four-Year Degree or Equivalent Experience: A four-year degree or equivalent experience is required for this role.
  • Listing Showcase Experience: Listing Showcase experience is a plus, but not required.
  • Client-Facing Experience: At least 5 years' experience in a client-facing position, with customer success, prior implementation, project management, or business-to-business sales experience being a plus.
  • Real Estate Industry Knowledge: Knowledge of the real estate industry is preferred.
  • Strong Communications and Interpersonal Skills: Strong communications and interpersonal skills are essential for this role.
  • Organizational and Time Management Skills: Demonstrated organizational and time management skills are required.
  • Flexibility in Scheduling: Flexibility in scheduling to meet customer needs with short turnaround is necessary.
  • Ability to Manage Project Completion: Ability to manage project completion with tight deadlines is essential.
  • Ability to Work Efficiently and Effectively: Ability to work efficiently and effectively on project teams is required.