Client Success Manager, MLS Partnerships

2 weeks ago

Seattle, Washington, United States Zillow Group Full time
About the Team
At Zillow Group, we are transforming the real estate landscape with our innovative solutions designed for agents, brokers, and MLSs. Our comprehensive technology platform enhances operational efficiency, delivers outstanding user experiences, and adapts to the dynamic requirements of the market. With over a million professionals relying on our services, we stand as a leader in providing advanced solutions for showing management, offer management, and analytics.

About the Role

The Customer Success Manager for MLS & AOR is focused on onboarding and retaining MLS accounts, ensuring their satisfaction and success through effective relationship management, best practice recommendations, and strategic customer success planning. This position is ideal for individuals who are passionate about customer satisfaction, possess strong problem-solving abilities, and take a proactive stance in enhancing customer retention. Successful candidates will demonstrate excellence in fostering robust customer relationships, addressing complex technical challenges, and advocating for customer needs to ensure long-term success.

In this role, you will:
  • Oversee the onboarding process for MLS or AOR clients, including system integrations.
  • Maintain retention of an assigned portfolio by addressing churn risks and promoting product adoption.
  • Provide advanced troubleshooting assistance and analyze usage metrics to enhance product utilization.
  • Act as the primary liaison for MLS partners, managing escalations effectively.
  • Create and implement customer success strategies to drive satisfaction, retention, and growth.
  • Participate in industry events to stay informed on trends and cultivate industry relationships.
This position is categorized as Remote. Employees working remotely do not have a designated corporate office and can work from a location of their choice, which must be disclosed to the Company. U.S. employees may reside in any of the 50 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 $44.40 per hour. This pay range is specific to these states and may not apply 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 these factors.

Who You Are

You are a customer-focused professional with a solid technical background and a commitment to building and nurturing relationships. You thrive in a fast-paced environment and excel at resolving complex issues, advocating for customer needs, and enhancing customer satisfaction. Your communication skills are exceptional, enabling you to collaborate effectively with cross-functional teams and manage customer escalations with confidence. You are proactive, detail-oriented, and consistently seek opportunities to enhance customer experiences and drive long-term success.
  • Bachelor's degree or equivalent work or military experience.
  • 2+ years of experience in Customer Success, Account Management, or a related role, preferably in a SaaS or XaaS environment.
  • Ability to cultivate strong relationships with clients, both over the phone and in person.
  • Passion for understanding clients' desired outcomes and assisting them in achieving those goals.
  • Strong interest in technology and a drive to learn and master product knowledge.
  • Proficient in delivering engaging presentations, both via webinars and in person.
Get to Know Us

Zillow is reimagining real estate to make home ownership a reality for more individuals.

As the most-visited real estate website in the United States, Zillow and its affiliates assist movers in finding and securing their homes through digital solutions, top-tier partners, and streamlined buying, selling, financing, and renting experiences. Millions of users visit Zillow Group sites monthly to initiate their home search, and they can rely on us to simplify the moving process. The work we do is crucial in helping people find homes, and regardless of your role, you will contribute significantly to making home ownership a reality for many.

Our commitment to simplifying the real estate transaction is supported by a culture of innovation, a dedication to redefining the employee experience, a strong commitment to Equity and Belonging, and comprehensive benefits. These benefits include extensive medical, dental, vision, life, and disability coverage, as well as parental leave, family benefits, retirement contributions, and paid time off. We are also setting the standard for future work experiences, where our employees are empowered to perform at their best while maintaining a balanced and flexible lifestyle.

Zillow Group is an equal opportunity employer dedicated to fostering an inclusive and innovative environment with the best talent. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you require accommodation due to a disability or special need, please contact your recruiter directly.

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