Customer Success Manager

Compass; Potomac (MD); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Incentive programs (cash/equity/comm)

Paid vacation

Holidays

Sick time

Parental leave

Recharge leave

Medical, dental, vision benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Maven

Carrot fertility benefits

UrbanSitter

Employee Assistance Program

Pet insurance

Job summary

Compass, founded in 2012, is transforming residential real estate with an end-to-end platform enabling agents to deliver top service. The Agent Experience Manager is the first point of contact for agents, managing onboarding, training on tools, and marketing requests to ensure a world-class experience.

The role is 100% in-office at Chevy Chase (5471 Wisconsin Ave). You will support a high-touch client base, promote Compass technology, and collaborate with onboarding and marketing teams to

Qualifications

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

Responsibilities

• 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 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.

Skills

Customer service

Training

Office management

Hospitality

Operations

Live training

Remote training

Zendesk

Salesforce

Confluence

Agent support

Credibility

Listening skills

Empathy

Community building

Problem solving

Interpersonal skills

Attention to detail

Creative writing

Eye for design

Office presence

Physical lift

Tools

Zendesk

Salesforce

Confluence

Job description

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 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.

Note: This role is 100% in office out of our Chevy Chase office (5471 Wisconsin Ave).

At Compass You Will:

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 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:

2-3 years of experience in customer service, training, office management, hospitality, or operations

Previous experience with live or remote training a plus

Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus

Passion for supporting and serving agents trying to grow their businesses

The ability to establish credibility with key agent decision-makers and influencers

Great listening skills, connects well with others, and is empathetic of the customer’s pain points

A passion for creating community within a space; you encourage in-office interaction, bonding and engagement

Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly

Skilled communicator with great interpersonal skills, ability to build and manage relationships

Meticulous attention to detail, highly organized

Strong creative writing skills and eye for design

Ability to work in the office during standard operating hours

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.

Notice for California Applicants

Los Angeles County Fair Chance Notice