In-Office Agent Experience Manager | Customer Success

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

Benefits offered by this job

Incentive programs

Paid time off

Medical benefits

401(k) plan

FSAs

Commuter program

Life and disability insurance

Maven (parential support)

Carrot (fertility benefits)

UrbanSitter (caregiver referral)

Employee Assistance Program

Pet insurance

Job summary

Compass, based in Ellicott City, MD, is hiring a Customer Success Manager (Agent Experience Manager) to be the first point of contact for agents, guiding them through Compass tools, trainings, and marketing requests. This 100% in-office role supports onboarding and ongoing customer success.

You will coordinate trainings, marketing collateral, and cross-team initiatives to help agents grow their business with Compass technology and services.

Qualifications

• 2-3 years of experience in customer service, training, office management, hospitality, or operations.
• Experience with live or remote training is a plus.
• Experience with enterprise technology (Zendesk, Salesforce, Confluence) is a plus.
• Passion for supporting and serving agents trying to grow their businesses.
• Ability to work in the office during standard operating hours and lift up to 25 lbs.

Responsibilities

• Manage a portfolio of high-touch customers with day-to-day contact via phone, email, and in-person meetings.
• Promote adoption of Compass technology with 1:1 support, strategic recommendations, and group training sessions.
• Provide marketing support by creating collateral from templates and liaising with marketing specialists.
• Partner with Onboarding to welcome new customers to Compass.
• Support ongoing projects like new office openings, national initiatives, and Expansion/M&A activity.
• Collaborate with teams to champion questions and feedback on behalf of the agent.

Skills

Customer service

Training

Office management

Hospitality

Communication

Empathy

Event coordination

In-person meetings

Relationship building

Tools

Zendesk

Salesforce

Confluence

Job description

Compass, based in Ellicott City, MD, is hiring a Customer Success Manager (Agent Experience Manager) to be the first point of contact for agents, guiding them through Compass tools, trainings, and marketing requests. This 100% in-office role supports onboarding and ongoing customer success.

You will coordinate trainings, marketing collateral, and cross-team initiatives to help agents grow their business with Compass technology and services.