Customer Success Manager
At a glance
Mid-level Customer Success role at urbancompass. Ellicott City.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage high-touch agent accounts, handling questions and problems through calls, email, and office meetings
- Teach customers to use technology and related services through individual guidance, recommendations, and group sessions
- Create listing presentations and postcards from templates, then route complex marketing needs to specialists
- Coordinate with onboarding on welcome plans and support office launches, national projects, and expansion activity
- Run front-office operations, including visitors, calls, mail, supplies, office upkeep, and facilities escalations
What you bring
- Bring two to three years in customer service, training, office management, hospitality, or operations
- Work in the Ellicott City office during standard operating hours and lift up to twenty-five pounds
- Build trust with agent decision-makers while listening closely and responding empathetically to customer problems
- Solve problems quickly, communicate clearly, stay organized, and bring strong writing and design judgment
Who this fits
You’ll suit a customer-facing role that combines account ownership, training, marketing help, and office operations. You need to work fully on-site in Ellicott City during standard operating hours, with regular in-person interaction and office responsibilities.
From the employer
At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients.
As a Customer Success Manager, AKA "Agent Experience Manager" you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience.
Note: This role is 100% in office out of our Ellicott City office (10050 Baltimore National Pike).
At Compass You Will:
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Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
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Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
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Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
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Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
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Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
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Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Serve as the face of the office by welcoming guests, answering the office phone line, managing mail distribution, providing first-line support for office-related needs; assisting with the overall appearance and organization of the office, maintaining supply inventory, and escalating facilities issues.
What We're Looking For:
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2-3 years of experience in customer service, training, office management, hospitality, or operations
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Previous experience in real estate a plus
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Previous experience with live or remote training a plus
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Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
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Passion for supporting and serving agents trying to grow their businesses
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The ability to establish credibility with key agent decision-makers and influencers
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Great listening skills, connects well with others, and is empathetic of the customer’s pain points
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A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
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Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
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Skilled communicator with great interpersonal skills, ability to build and manage relationships
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Meticulous attention to detail, highly organized
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Strong creative writing skills and eye for design
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Ability to work in the office during standard operating hours
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Ability to lift up to 25 lbs
Compensation:
The expected base pay for this position is $28.00 - $31.00 /hour. This range reflects our good-faith estimate of what we intend to offer for this role at the time of posting. Final offers within this range will depend on job-related factors such as experience, skills, and internal equity. Additional compensation elements, such as bonuses, commissions, or equity grants, may be available, along with a full benefits program.
Perks that You Need to Know About:
Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.
Do your best work, be your authentic self. At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.Not this one either?
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