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Customer Success Manager - SF

Company: Side Inc.
Location: San Francisco
Posted on: April 10, 2021

Job Description:

Customer Success - Business Management / At Side, we believe everyone should own their path.-- Side is the only real estate brokerage platform exclusively for the nation's best agents. Based on its belief that homeownership is a fundamental human right, we provide top-performing real estate agents, teams, and independent brokerages with the best system, support, and service, in order to elevate the experience and results of buyers and sellers. Led by experienced industry professionals and world-class engineers who develop technology designed to improve agent productivity and enhance the client experience, Side is backed by $70M in funding from top-tier venture capital firms including Sapphire Ventures, Trinity Ventures, Matrix Partners, MetaProp, and other real estate investors. Headquartered in San Francisco, Side currently has operations in California, Texas, and Florida. At Side, you'll have the opportunity to collaborate and innovate your way to success. Becoming an inSider means that you'll be empowering business leaders to become business owners, all while forging your own path with like-minded entrepreneurs. Join us at Side and own your career, your impact, and your life. ABOUT THE ROLE As--Customer--Success Manager, you--will operate as the lead point of contact for any and all matters specific to our agents and collaborate cross-functionally, pulling in the right resources for our agents at the right time. You will also be in a strategic role, advising our clients (some of highest producers in the real estate industry) on how to grow their businesses. We help our customers create their brand, launch a website, build and execute on a marketing plan, learn how to use the Side application, and build a business plan. After agents have been onboarded, you will be responsible for the continued management of the account. This includes weekly meetings and ongoing customer support. As requests from customers come in, you are tasked to prioritize them by need, urgency and availability of resources across the entire Agent Success team. We manage our agent partners' business with care and understanding to reflect our value proposition. We always seek to understand the business problem our partners are trying to solve and to confidently present the best solution to support their business. Based on successful business cases, you will establish best practices that benefit all agent partners. WHAT YOU'LL BE DOING

  • Discussing new projects with agent partners and creating actionable tasks including timelines
  • Checking and reporting on progress of all deliverables and projects, and making sure deadlines are met
  • Communicating with agent partners about current projects, roadblocks (always present solution), solving any problems
  • Researching, selecting and managing vendors, always looking for cost efficiencies
  • Conducting weekly conference calls or meetings with agents communicating clearly the progress of all current initiatives, projects and requests
  • Proactively monitor any agent partners' pain points and if necessary escalate w/ Executive Team
  • Training customers on our application and our processes; teaching best practices
  • Share product development suggestions and communicate user feedback to Product
  • Perform a range of team lead coordination tasks such as creating and updating projects (and tasks) in Asana, updating status docs to monitor and communicate updates about work in progress internally and externally WHAT WOULD MAKE YOU A STRONG FIT FOR THE ROLE?
    • You care deeply about people and helping others to achieve their goals
    • Have 3+ years experience in account management, customer support, or customer success within real estate
    • Are entrepreneurial. You need to be a self-starter who is comfortable with ambiguity and defining your own direction You can operate autonomously in a fast paced environment with capacity to make informed decision and guide our customer's success
    • Build and follow processes and procedures that can scale as we grow. Your leadership in defining best practices and processes will be essential to scaling effectively COMPENSATION/PERKS
      • Stock options
      • Best-in-class benefits, including 100% healthcare coverage (medical, vision and dental)
      • Flexible PTO
      • $1,000/yr for learning and development
      • Pet friendly environment Side is committed to creating a diverse environment and is an equal opportunity employer.--Side--does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Side--uses the E-Verify employment verification program. Our stewardship of the data of many of our customers means that a background and DRE license check is required to join--Side. We will, nonetheless, consider qualified applicants with arrest and conviction records in accord with applicable law, including the San Francisco Fair Chance Ordinance.-- Side is dedicated to working with the highest skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions and innovation for our customers and career fulfillment for our employees. All qualified individuals are encouraged to apply. Side uses the E-Verify employment verification program. Our stewardship of the data of many of our customers means that a background and DRE license check is required to join Side. We will, nonetheless, consider qualified applicants with arrest and conviction records in accord with applicable law, including the San Francisco Fair Chance Ordinance.

Keywords: Side Inc., San Francisco , Customer Success Manager - SF, Executive , San Francisco, California

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