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Head of Customer Success

Company: Real Estate Development, Phoenix, AZ
Location: Phoenix
Posted on: July 14, 2018

Job Description:

At Company, we’re on a mission to make it simple to buy and sell homes. The traditional process is broken, with an average home taking over 90 days to sell and costing thousands of dollars. We make buying and selling home stress-free and instant. We’ve built an exceptional team, have raised over $600 million from top-notch investors and are growing fast, buying and selling more than $100 million of homes per month. Overview As the Head of Customer Success, you have ultimate responsibility in ensuringthat we are delighting our sellers and buyers from post-contract to close. You are exceptionally customer centric, and consistently look to improve the customer experience through the creation and execution of process, automation and tooling. You are highly collaborative, especially across markets and with our leadership team, and are a proven people manager and builder of high-performing teams. You will: Deeply understand our products and customers and own all customer-facing customer experience roles and teams across all our markets Manage, inspire and lead a high-performing and rapidly growing team of 50-100+ Customer Success team members, including recruiting, hiring & training new team members to hit 2018 growth targets Develop and implement a consistent, repeatable and scalable customer experience through playbooks, scripts, processes, coaching, craft mentorship, Service Levels Agreements, performance management and overall organizational structure Build a sales team within the broader Customer Success org to own all sales-related customer escalations Understand shifting needs and goals of the overall company and Customer Success function and proactively seek out ways to align and execute around these Set and be responsible for monthly targets and goals by market Protect and grow the Company brand with each and every customer interaction Own weekly reporting to Head of Customer Experience - reports created by having a deep understanding of outputs and key drivers to the Customer Success function Skills required: 10+ years of proven customer success leadership Ability to travel 5-10 days per month Demonstrated and proven passion for real estate Hands on leader with strong coaching abilities Strong customer success acumen with demonstrated ability to grow and scale a high-performing customer success team Experience developing and implementing scalable customer success processes and systems Proven track record of holding team to high expectations and exceeding SLA targets Proven track record of driving organizational change Ability to motivate and inspire cross-functional teams Creative problem solving abilities, and a proven track record of thinking“outside the box” to solve complicated and multi-faceted problems Strong and structured communication style, both verbal and written Strong presentation and public speaking skills Ability to communicate vision to a large team Quantitative and data-driven; able to draw insights from data, but also to make decisions based on imperfect data Experience leading change in a high-growth environment Hungry and energized to hit ambitious goals Willingness to roll up your sleeves and do“whatever it takes” Bonus: Experience working at a high-growth technology & sales company Real estate experience

Keywords: Real Estate Development, Phoenix, AZ, Phoenix, Head of Customer Success, Executive, Phoenix, Arizona

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