Senior Account Manager, New Homes

At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
Are you a customer-centric professional? Are you eager to take the next step in your career? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join our New Homes Customer Care team as our newest Senior Account Manager and help change the world of real estate, one home at a time.
This Senior Account Manager, New Homes will manage one of the largest National Builder Customers. The Senior Account Manager, New Homes serves as the liaison between our company and this National Home Builder customer, ensuring outstanding customer service & satisfaction. Responsibilities include managing a smooth onboarding experience for new builder customers and being a liaison between customers and our development and technical teams. You will be responsible for the timely generation and communication of monthly performance reporting and invoices, building successful client relationships with our builder customers, ongoing support focused on driving successful outcomes, and communicating best practices for Realtor.com builder products and services.
This Senior Account Manager, New Homes will support approximately $1 million in total annual account revenue, assisting with portfolio expansion. This role aids internal departments by collecting information such as sales opportunities, product & feature enhancement requests, assisting in the ingestion of each client's data feed and lead delivery solution, and resolving complaints.
What you'll do:

• Serve as the single point of contact for one large National New Home Builders totaling over $1 Million annual revenue, supporting portfolio expansion.
• Perform outbound and inbound customer contact via phone and email to support and maintain client data feed implementation and media placements.
• Support initial client onboarding and ongoing customer support related to products/services, billing questions, and monthly performance reporting.
• Service the customer and sales professional by fulfilling, maintaining, and troubleshooting New Homes products (Sales Builder), as well Media
• Log and escalate all customer service cases into the appropriate system(s) - Salesforce & Jira
• Follow-up with customers and sales professionals within specified time frames
• Answer inbound calls and emails regarding simple technical questions, product/service feature training, and billing issues in a fast-paced fun environment
• Be a customer advocate while capturing customer feedback and utilizing proper reporting to document and share these requests
• Effectively work cross-functionally with internal departments (Engineering, Product, Media, Sales, and other teams within Customer Care) to escalate and resolve any issues as they may arise
• Achieve the established performance and quality goals
• Assist with special projects, as required.

How we work:
We balance accelerated creativity and innovation on a foundation of in-person collaboration and flexibility, from inside and outside of our office walls. For this role, our employees work three days of their choice in our offices and the remaining two days from home. To be considered for this role, you must reside at least 50 miles from our Scottsdale, AZ, or Vancouver, BC offices.
What you'll bring:

• 5+ years of Customer Care/Account Management experience required
• Bachelor's degree required, or an additional 5 years of experience
• Experience within the new homes/new construction industry, preferred
• Knowledge of, and/or previous experience implementing customer data feeds preferred
• Phenomenal customer service and de-escalation skills and desire to go the extra mile
• Exceptional communication skills, both verbal and written
• Experience utilizing Jira for the creation and management of tickets preferred
• Superior attention to detail, time management, problem-solving, and troubleshooting skills
• Excellent data comprehension skills and technical aptitude
• Flexible communicator and a good listener who can multitask to solve problems & meet deadlines
• Must be able to multitask and meet deadlines

Do the best work of your life at Realtor.com
Building your career? Build it better at Realtor.com®. Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation-the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.