Customer Success Manager
Why You’ll Love CommissionTrac:
Put Customers First. Team Over Self. Focus on Results. Action over Perfection. Glass Half Full. Change the Commercial Real Estate Industry.
These are the values that define who we are, and which have empowered us to grow quickly and even become a Techstars Atlanta ’18 portfolio company. It’s excited to be awarded as the Real Estate Tech Awards 2nd Best Overall Real Estate Tech Company.
At CommissionTrac, our mission is to make running a commercial real estate brokerage back office simple and transparent. Our team is committed to creating heroes in the back offices of brokerages all over the country, giving brokerage owners the transparency to grow and thrive and brokerage agents the tools they need to stay on top of their own commission pipeline. Today our back office solution allows over 55 brokerages and 1200+ agents at companies including Cushman & Wakefield, CBRE, NAI, Lee & Associates, etc. to operate more efficiently and escape excel hell!
We’re on a mission to redefine the commercial real estate industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling! We’re fast-paced, innovative, and collaborative. We pursue excellence in everything and have a lot of fun along the way.
As a testament to the culture we’ve collectively built, our world-class team received this testimonial from one of our customers, Tom McDermott of NAI Commercial Partners: “Turner and his team have been an exceptional resource to better organize our commission tracking and billing systems for a small commercial brokerage. Historically we operated from multiple spreadsheets and cobbled together our invoicing to address monthly, quarterly, and annual lease commissions. Turner, Jordan, Daniel, and Amber truly work as a team to bring you on board to their platform to help streamline what has been a laborious task in the past. They were very patient and detailed with the process before going live and implementing their systems. Housing all of the revenue in one place will provide me with the tools and reports to be a better broker-owner.”
And here’s a great quote from Steve Weikal of MIT Center for Real Estate’s Innovation Lab: “Researchers at the MIT Center for Real Estate’s Real Estate Innovation Lab have investigated over 2600 commercial real estate tech startups globally that are upending traditional ways of transacting, operating, and developing commercial real estate. CommissionTrac is a compelling platform that helps real estate firms decrease transactional friction, increase velocity, and make more informed business decisions.”
What You’ll Do:
Although we’re proud of our history, we’re just as excited about the future! We want to create a world-class culture that attracts, develops, engages and retains the nation’s elite talent. To do this, we are looking for a Customer Success Manager.
Be the go-to resource of success for the most important people in our world: Customers. The CommissionTrac customer base has grown rapidly and we’ve redefined our Custom Success team to supercharge our customer experience. Simply put, we need our first CSM! If you’re passionate about providing a world class customer experience and motivated by achieving exceptional retention targets this is the career path for you!
In our model, you’ll serve managing all new customer’s onboarding journey all the way through each renewal. You are the main POC for your customers; daily you’ll focus on driving customer adoption through strategy calls with users and customize business reviews with the executive level in each of your accounts. Remember, you are the quarterback of the customer experience.
If you can accomplish these things you will be wildly successful:
Become a CommissionTrac product expert and advocate brokerage best practices thought leadership and change management best practices. Remember a lot of these customers are coming from an excel process!
- Our product team moves quickly to innovate for customers, you’ll have to learn and pivot with them.
- Staying up to date on industry trends and practices is a must, a hunger for knowledge in this role is key!
Drive Health & Adoption in your book of business:
- Serve as the dedicated POC for your accounts, your goal is to achieve their desired result and guide on best practices for their specific use case.
- Help new customers with implementation, data entry and trainings
- Take customer feedback and report to our product team directly with ideas
- Manage Userfeed (a customer portal for getting this type of feedback)
- You’ll report on an adoption metrics weekly, monthly and quarterly.
- Daily account monitoring to ensure you’re in the know on usage trends, support tickets and their overall success.
- You’ll be responsible for preparing and running business views with each customer.
- It’s your job to ensure all end-users are on-boarded successfully and are seeing the value of the platform.
R&R takes on a whole new meaning at CommissionTrac, think Renewals & Retention!
- Each quarter you’re responsible for hitting a renewal goal in your book of business.
- Work with your direct manager on strategic account changes and partner with Sales representatives on expansion opportunities if accounts acquire another brokerage or hire new agents.
Experience and Interview Requirements:
- 1+ Years of customer facing experience (could be sales, could be a support role)
- 1 – 2 Years in a SaaS environment, must possess one or both below:
- 1+ years of Customer Success.
- 1+ Years Account Exec or Account Manager experience.
- 1+ Year experience working and closing customer renewals.
During the interview process you need to be able to demonstrate and provide:
- Performance metrics and retention targets achieved.
- Three customer and three professional references.
What does our CSM Ramp entail?
We help you train like a Pro! There is a 4 week ramp period, you’ll need to:
- Shadow & Learn:
- CommissionTrac | Our company, team, culture and mission.
- Sales | Shadow CEO and VP of Operations to learn how prospected become customers.
- Commercial Real Estate | Shadow our Co-founder and Head of Business Development to learn the ins and outs of what a Commercial Real estate brokerage does and how it functions
- Implement & Train | Learn how to implement CommissionTrac and train customers.
- Intercom | Learn our support system and how to work with customers through in-app messages
- Customer Success | Understand the customer journey, customer talk tracks and key points on interaction.
- Own a deep knowledge on the CommissionTrac Solution.
Here’s why we think you should come work with us:
- You will become part of an amazing culture with a supportive CEO and smart teammates who actually care.
- You will work with an amazing team you can learn from and teach.
- You will experience joining a high-growth/high-traction organization.
- You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas.
- We have a vibrant, open office that utilizes modern technology.
- You will grow more here than you would anywhere else. That is a promise.