Agent Experience Manager

Compass; Manhattan (KS); On-site; USD 60,000 - 90,000; Full time

Job summary

Compass is seeking an Agent Experience Manager to be the first point of contact for our customers and their ongoing account manager. You will train users, assist with marketing requests, and promote Compass technology while delivering a world-class agent experience.

You will manage a portfolio of high-touch clients, provide 1:1 and group trainings, and collaborate with onboarding, marketing, and other teams to drive adoption and customer success. Office-based role with in-person interactions.

Qualifications

• Experience with enterprise tech platforms (Zendesk, Salesforce, Confluence) is a plus.
• Ability to establish credibility with agent decision-makers and influencers.
• Strong writing, design eye, and attention to detail.
• Ability to lift up to 25 lbs.
• Experience with live or virtual training.
• 2-3 years in customer service, training, office management, hospitality, or operations.
• Passion for building community and engagement in an office space.
• Excellent listening and interpersonal skills.
• Real estate experience is a plus.

Responsibilities

• Be the first contact for Compass customers and manage their account from day one.
• Support customers with Compass training, marketing requests, and tool usage.
• Deliver world-class agent experiences and mentor AEMs.
• Manage a high-touch portfolio via phone, email, and in-person meetings.
• Promote Compass technology adoption with 1:1 and group trainings.
• Provide marketing collateral and liaison with marketing specialists.
• Partner with Onboarding to welcome new customers.
• Support office openings, national initiatives, and expansion activity.
• Collaborate across teams to champion agent feedback.
• Mentor Agent Experience Coordinators and manage escalations.

Skills

Customer service

Training

Office management

Hospitality

Communication

Problem-solving

Relationship building

Organization

In-person collaboration

Tools

Zendesk

Salesforce

Confluence

Job description

Responsibilities

• As an 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
• 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
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• 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
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
• Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations

Qualifications

• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
• The ability to establish credibility with key agent decision-makers and influencers
• Strong creative writing skills and eye for design
• Ability to lift up to 25 lbs
• Meticulous attention to detail, highly organized
• Previous experience with live or virtual training a plus
• Passion for supporting and serving agents trying to grow their businesses
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Ability to work in the office during standard operating hours
• Great listening skills, connects well with others, and is empathetic of the customer’s pain points
• Previous experience in real estate a plus