Partner Success Manager

Austin, Texas, United States

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions.

Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance.

The Role:

The Partner Success Manager is responsible for managing strategic partner relationships with http://realtor.com’s third-party real estate lead providers and ListHub data feed customers under the Strategic Partnerships Team. Responsibilities for this role include renewing and upselling ListHub contracts and licenses, customer profiling and segmentation, change management, data-use and lead compliance, retention, lead performance monitoring and special initiatives as assigned.

You will manage a book of strategic accounts with a focus on developing strong relationships that help advance our company OKRs. The primary goal of the Partner Success Manager is to drive revenue growth while ensuring customer satisfaction by providing excellent service and support throughout the customer relationship. This role requires strong communication and organizational skills to manage a high volume of accounts and to work collaboratively with sales and customer success teams to achieve renewal, growth and margin targets.

What you’ll do:

  • Manage and prioritize a large volume of ListHub and lead provider accounts across multiple products and services
  • Manage partner accounts and act as the primary point of contact for all account-related matters, including reporting explanations, accounting resolutions, expectation management, compliance issues, and change management
  • Build, maintain, and expand partner relationships to maximize opportunities and mitigate risk
  • Upsell new products to customers wherever possible
  • Communicate with customers with a regular cadence to educate them on the benefits of renewing and address any concerns or objections they may have
  • Negotiate renewal terms and pricing as needed to ensure customer satisfaction and achieve renewal targets
  • Manage the renewal process from beginning to end, including drafting renewal agreements and processing payments
  • Keep accurate records of all renewal activities and customer interactions in CRM system
  • Monitor and analyze renewal metrics to identify trends and opportunities for improvement
  • Collaborate with sales and customer success teams to ensure timely renewal of accounts
  • Proactively work with Strategic Partnership team manager and third-party lead providers to increase profitable lead delivery by leveraging relationships, technology, and business strategy
  • Build deep knowledge of the third-party lead and ListHub products to highlight risks, and suggest alternative solutions to internal stakeholders and external partners
  • Manage communications and expectations for strategic initiatives involving partners and internal stakeholders
  • Develop ad-hoc and ongoing reporting and analysis, creating KPI insight across the entire set of responsibilities
  • Work cross-functionally across the organization with sales, implementation, accounting, collections, customer care, analytics, marketing, legal and product

How we work:

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you’ll bring: 

  • Bachelor's degree in Business Administration, Marketing, or related field
  • 7+ years of experience in B2B sales, SaaS, customer success, account management or renewals management within a technology or high growth organization
  • Critical thinking and problem-solving skills to resolve challenges in a timely manner that meet partner and company needs
  • Strong time management, prioritization, and organizational skills, with attention to detail and the ability to meet tight deadlines
  • Excellent communication skills both oral and written
  • Strong listening, consultative negotiation skills, and the ability to maintain accountability
  • Proven ability to create strong relationships and ability to de-escalate conflict or misunderstandings
  • Ability to manage multiple concurrent initiatives with strong attention to detail while adhering to timelines
  • Ability to analyze data to make informed decisions
  • Familiarity with legal service agreements with experience advising in drafting new agreements and amendments
  • Quick learner; willing to dive in and get your hands dirty
  • Proficient in Salesforce, Google Suite, Microsoft Office, Slack, JIRA (ticket submission)
  • Experience in the Real Estate industry, a plus, but not required

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

  • Inclusive and Competitive medical, Rx, dental, and vision coverage
  • Family forming benefits
  • 13 Paid Holidays
  • Flexible Time Off
  • 8 hours of paid Volunteer Time off
  • Immediate eligibility into Company 401(k) plan with 3.5% company match
  • Tuition Reimbursement program for degreed and non-degreed programs
  • 1:1 personalized Financial Planning Sessions
  • Student Debt Retirement Savings Match program
  • Free snacks and refreshments in each office location

Do the best work of your life 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.

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