Job Details

Customer Success Manager - NewHomeSource (NHS), Listings and Advertising

Remote | Full-Time

Zonda is redefining the future of housing. We are perfectly placed in the heart of the fast-growing real estate industry. We are making big bets on the futureof real estate, trailblazing a 2030 vision for the industry. Here at Zonda, you'll be able to use your passion and curiosity to drive the next generation of real estate analysts, advisors, and technologists.

The Customer Success Manager is responsible for serving as a front-line liaison with client relationships.

Key Responsibilities:

• New Builder Onboarding
• Provide direct support for customers, including reporting, invoicing, and regular customer support communication.
• Regular meetings with clients to review performance, content, and recommendations for both listings and advertising.
• Coordinates with the sales team when the client is interested in other products per AM recommendations.
• Work with the builder clients to ensure the integrity of data listed on NewHomeSource.com and affiliated websites.
• Interact with customers and troubleshoot problems to achieve and maintain a high level of customer satisfaction.
• Advertising clients - ensuring campaigns are launched promptly.
• Act as a liaison between the customer, tech support team, and any other external team members.
• Collaborate frequently with internal teams to ensure clients meet financial obligations for services.
• Monthly Billing Review
• 45-day check-ins with new clients
• Proactive in interacting with client personnel.
• CRM/Salesforce Updates - Pending Accounts, Request to Cancel, Contacts, Etc.
• Daily XML Data Feed Errors
• Other projects and tasks assigned.

QUALIFICATIONS:

Education Requirement

• High School diploma or equivalent.

Minimum Knowledge

• 2-5 years of proven experience in any of the following: Account Management, Customer Support
• Proficiency in Microsoft Office
• CRM knowledge is helpful

Skills and Abilities needed to do the Job

• Ability to manage a large volume of accounts.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer relationship development skills.
• Experience working in a fast-paced and dynamic environment.
• Excellent process management and organizational skills.
• Attention to detail and a concern for quality.
• Ability to successfully manage multiple clients with varying timelines.
• Ability to coordinate project tasks.
• A strong work ethic complemented by a proactive, energetic can-do attitude.

Measures of Success in the Job

• Tracked Proactive Builder Events
  • 45-day check-ins
  • Monthly/Quarterly Customer Check-in
  • Outreach on new features
  • Monthly Performance and Content Reviews
• Minimal billing mistakes
• Keeping CRM/Salesforce current
• Retention is the ability to save customers who request to cancel within our control.

What you Bring

• Minimum 2-3 years of experience in Account Management or Customer Support role.
• Experience working for or with Marketing Agencies or Advertising Agencies a plus.
• Work in a fast-paced environment
• Proficient in MS Excel and other MS Office products
• Ability to speak and write professionally
• Multifaceted reporting to Customers

What This Role Offers You

• Become part of a High-performing team.
• Sharpen your Communication Skills
• Problem Solving
• Relationship Management
• Zonda is in a high-growth phase
• Amazing team culture
• Continued education support
• Competitive pay based on experience and skills
• Promotions based on merit, not time in position

Why People Love Working Here

• We offer meaningful work and opportunities for career growth
• Competitive Salary
• Comprehensive benefits package (Medical, Dental, Vision)
• 100% Company paid Life Insurance, Long Term Disability, and Short-Term Disability coverage
• 401k with company match
• Paid vacation and general holidays
• Employee Assistance Program (EAP)
• Live Meditation Sessions
• Employee Recognition Platform
• Virtual Wellness Program
• Hybrid Work Environment - and always will be!
• Visionary Leadership Team

Inclusion & Equal Opportunity Employment
Zonda is proud to be an Equal Opportunity Employer committed to diversity, inclusion & belonging. Here at Zonda, we are interested in every qualified candidate who is eligible to work in the United States.