Client Success Specialist

2 weeks ago

Little Ferry, New Jersey, United States Zillow Full time
About The Team

Zillow Group's acquisition of ShowingTime signifies a pivotal advancement in our collective commitment to enhance the showing process, ultimately benefiting our clients and the real estate sector.

As the leading provider of innovative showing management, feedback, recruitment, and analytics solutions for the residential real estate market, ShowingTime has been addressing the evolving requirements of real estate professionals across the U.S. and Canada for nearly two decades.

Our offerings include a comprehensive suite of tools for real estate agents, brokers, offices, associations, and MLSs, featuring an online scheduling platform, a 24/7 live appointment service, recruitment resources for brokerages, and extensive analytics.

About The Role
We are in search of a Customer Success Manager to meet the increasing market demand for our solutions. In this capacity, you will oversee the onboarding and retention of our office and firm accounts.

Your Responsibilities Include:
- Facilitating training and implementation of services for new clients, ensuring high levels of adoption and engagement.
- Leveraging product expertise to address complex customer inquiries and deliver exceptional outcomes-driven service.
- Building and nurturing relationships with key decision-makers to establish yourself as a trusted advisor.
- Analyzing account usage and developing communication strategies to foster high engagement and improve retention.
- Proactively engaging with clients to drive strategic value, enhance solution adoption, and recommend best practices for optimizing the customer experience.
This position is categorized as Remote.

Remote employees work from a location of their choice, which must be disclosed to the Company. Employees can reside in any of the 50 U.S. States, with certain exceptions.

In specific instances, a remote employee may need to reside in a designated region or time zone to effectively support customers or clients.

In California, Colorado, Connecticut, Nevada, New York, and Washington, 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.

Alongside a competitive base salary, this role is also eligible for equity awards based on factors such as experience, performance, and location. Actual compensation will vary based on these factors.

Who You Are

- You possess over 3 years of experience in Customer Service, Customer Support, Customer Success, or Account Management, preferably within a SaaS or XaaS environment.

- You excel at building and maintaining positive relationships with clients, both over the phone and in person.

- You are passionate about identifying client objectives and assisting them in achieving those goals.

- You have a strong interest in technology and a drive to learn and master product knowledge.

- You are an articulate and engaging presenter, whether in webinars or face-to-face.

Qualifications

- A Bachelor's degree or equivalent work or military experience.

- Excellent verbal and written communication skills.

- Proficiency in Microsoft Word and Excel.

- Strong attention to detail and critical thinking abilities.

Get to Know Us

Zillow is transforming the real estate landscape to make homeownership a reality for more individuals. As the most-visited real estate website in the U.S., Zillow and its affiliates assist movers in finding and securing their homes through digital solutions, premier partnerships, 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 Zillow to simplify their moving process.

The work we do is essential in helping people find homes, and regardless of your role, you will contribute significantly to making homeownership accessible to more individuals.

Our commitment to enhancing the real estate transaction process is supported by a culture of innovation, a dedication to redefining the employee experience, a fundamental commitment to Equity and Belonging, and comprehensive benefits.

These benefits encompass 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, ensuring our employees are supported in performing their best work while maintaining a balanced and flexible lifestyle.

Zillow Group is an equal opportunity employer dedicated to fostering an inclusive and innovative environment with top 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 accommodations due to a disability or special need, please reach out to us.

Applicants who receive job offers from Zillow Group will be required to sign a Proprietary Rights Agreement, which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions.

If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.

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