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Client Success Specialist
2 months ago
About Compass:
At Compass, we are dedicated to helping individuals discover their ideal place in the world. Since our inception in 2012, we have been transforming the real estate landscape with our comprehensive platform that enables residential real estate professionals to provide outstanding service to their clients.
Role Overview:
As a Customer Success Manager, also known as an Agent Experience Manager, you will be the primary point of contact for our clients from the moment they engage with Compass. Your role will involve managing their accounts and ensuring they receive exceptional support throughout their journey.
Key Responsibilities:
- Oversee a portfolio of high-touch clients, serving as their main contact for inquiries and issues through various communication channels.
- Encourage the utilization of Compass technology and related services by offering personalized assistance, strategic insights, and group training sessions.
- Deliver crucial marketing support by addressing inquiries, creating marketing materials from templates, and coordinating with marketing specialists for advanced support needs.
- Collaborate with the Onboarding team to strategize and facilitate the welcoming process for new clients.
- Assist with ongoing initiatives such as new office launches, national projects, and expansion activities.
- Work closely with team members and other departments to advocate for client feedback and questions.
- Mentor Agent Experience Coordinators by providing guidance and managing escalations.
Qualifications:
- 2-3 years of experience in customer service, training, office management, hospitality, or operations.
- Experience with live or virtual training is advantageous.
- Familiarity with enterprise technology platforms (e.g., Zendesk, Salesforce, Confluence) is a plus.
- A strong commitment to supporting agents in their business growth.
- Ability to build credibility with key decision-makers and influencers.
- Excellent listening skills and empathy towards client challenges.
- A passion for fostering community within the workplace, promoting interaction and engagement.
- Strong problem-solving and analytical abilities to quickly adapt and develop solutions.
- Exceptional communication skills with the ability to cultivate and maintain relationships.
- Attention to detail and strong organizational skills.
- Creative writing abilities and a keen eye for design.
- Willingness to work in the office during standard hours and the capability to lift up to 25 lbs.
Compensation and Benefits:
The base pay range for this position is $20 - $29.50/hr, with variations based on job-related knowledge, skills, and experience. Additional compensation may include bonuses and restricted stock units, along with a comprehensive benefits package.
Perks:
Participation in incentive programs, paid time off, medical and dental benefits, 401(k) plan, flexible spending accounts, life and disability insurance, and various support programs for employees.
At Compass, we believe in creating an inclusive environment where everyone can thrive and be their authentic selves.
