Associate Manager, Customer Success - Showcase

About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
The team values delivering exceptional customer experiences and plays a critical role in bringing new customers onboard by establishing rapport, understanding customer needs, and addressing challenges. The effectiveness of the Associate Manager of Customer Success is ultimately evaluated based on the seamless executions that align with Listing Showcase and customers’ quality standards.
This role at Listing Showcase offers an opportunity to work with a dedicated team, focusing on efficient onboarding practices and collaboration to ensure successful client conversions.

About the role

The Associate Manager of Customer Success at Listing Showcase is accountable for overseeing all initiatives involved in deploying new customers to Listing Showcase. Strong leadership abilities are necessary for this role, particularly in guiding and motivating a team of Customer Success Managers to ensure that each implementation is exceptional and achieves success. This is accomplished by:

• Leading a team and providing coaching to all team members relative to a best-in-class customer onboarding experience.

• Cultivating relationships with Sales to understand customers' expectations and reasons for choosing Listing Showcase.

• Collaborating with Product Development/IT to understand Listing Showcase’s product capabilities and how they address customers' needs.

• Working with internal business partners to investigate, analyze, and troubleshoot sensible solutions to technical anomalies between customers' and Listing Showcase systems.

• Implementing efficiency gains to maximize the customer experience and to establish a culture of continuous improvement.

• Partnering with Sales Leadership to effectively transition customers from onboarding to ongoing relationship management.

• Maintaining a close connection to all active implementation projects; communicating status updates to various stakeholders.

• Establishing and maintaining a high level of customer satisfaction.

• Fostering a working environment that is energizing, motivating, and contributes to positive team engagement.

• Collaborating with direct reports to drive personal and organizational success; executing Listing Showcase’s core people practices including performance management, professional development, coaching, and recognition.

• Understanding capacity for each direct report, allocating new deals based on availability to provide the highest level of customer service.

• Analyzing key Implementation metrics to assess the team’s performance relative to customer service; recognizing trends and leading actions to maximize productivity and efficiencies.

• Implementing internal workflow policies/procedures; recommending …