About the team
At New Construction, our mission is to improve the shopping experience for buyers, enabling builders to market their homes with a greater return on investment. The Enterprise Team is a dynamic group responsible for driving engagement, retention, and partner success with the industry's largest New Construction homebuilders, our Top 50 Accounts. We provide media recommendations with a goal of increasing builder client discoverability and value. With an emphasis on a consultative and collaborative culture, our team is key to driving the overall success of the New Construction business as Zillow.
Characterized by hard work, strategic focus, and exceptional execution, the Enterprise Team prides itself on providing an exceptional client experience. Our platform partners with the greatest number of New Construction home buyers in the country. We've achieved that by building a fun and passionate work environment, where teamwork and individual contributions go hand in hand.
Join our high-energy and innovative team and play a pivotal role in shaping the future of the New Construction industry. As part of our team, you'll have the opportunity to work alongside industry leaders, tackle dynamic challenges, and make a significant impact in the world of New Construction.
About the role
Zillow Group is looking for a Client Experience Manager (CEM) to join our growing New Construction team. As a member of the team, you will work with our premier Enterprise builder partners. You will collaborate with and help educate our partners on strategies to maintain, retain, and optimize builders' experience and return on investment on the Zillow New Construction platform. This is an opportunity to make a significant impact on one of the fastest growing businesses at Zillow. If you are a detailed oriented, successful self-starter who wants to develop a career with the nation's largest real estate network, then look no further.
Client Experience Manager responsibilities are:
Work closely with the Enterprise-level sales team. You will focus on providing a top-notch post-sale experience for our clients. Your success will be measured by campaign performance, builder engagement, and client satisfaction scores.
Deliver exceptional client service every day to help partners optimize their performance and experience on our New Construction platform. You will be responsible for maintaining and deepening relationships with existing clients by delivering live campaign status calls, while educating builders on standard processes, asset collection, and campaign recommendations.
Be responsible for deepening client relationships primarily through live campaign status calls, quarterly business reviews, and quarterly in-market opportunities with the sales team.
Be tasked with navigating technical and product issues, owning and tracking creative ticket submissions, and collaborating with internal teams to resolve issues. Additionally, you will provide product education and guidance to both the sales team and clients, to drive insights and optimizations through performance data analysis.
Ensure timely onboarding and delivery of all New Construction offerings, meeting the needs of our Enterprise partnerships. This role requires strong communication skills, the ability to work with cross-functional teams, and a dedication to providing exceptional client service.
What does success look like?
Within 30 days , you will be familiar with New Construction's organizational structure, establish relationships with your peers and collaborators, complete all foundational training and onboarding, gain access to account management platforms, review SOPs, review transition book of business docs, and establish organization with all relevant CEM resources and information.
Within 60 days
you will be familiar with our core products and value, proficient in using internal platforms for account management and reporting, deepen industry knowledge, establish strong collaboration practices with SCSM & CSM, and build relationships with builder partners.
Within 3 months
you will be fully ramped into the role to enhance builder performance, establish QBR, reporting, and product education cadence, find opportunities to maintain and deepen partnerships, and achieve book growth goals in partnership of SCSM and CSM.
In 6 months
you will be the CEM authority on your book of business, knowing your builders priorities, roadblocks, and preferred ways of partnership. You are the post-sale expert and proactively find ways to keep partners happy and engaged with our offerings. You will consistently meet/surpass quarterly partnership goals, measured by meeting cadence, strategic optimization suggestions, campaign performance, and CSAT. You will be focused on complimenting the partner's experience with rapid revenue growth on our platform.
This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.
In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $34.65 - $55.35 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.
Who you are
Minimum Qualifications
You are a top-tier Sales person or Account Manager with a minimum of 5+ years supporting enterprise-level clients.
Bachelor's degree or equivalent experience in a relevant subject area (e.g. Marketing, Communications, Advertising, etc.).
Experience working with relevant systems and tools, such as Salesforce, SalesLoft, OneNote, Asana, GAM, Highspot, Outreach, etc.
Who you are
Ability to cultivate long-standing relationships and enjoy taking your clients to the next level.
A standout colleague - you have a track record of working collaboratively as part of a larger team on a mission.
You are goal-oriented - you can envision what success looks like and are driven to do what's needed to accomplish your goals.
A warm communicator in person and over phone/email/chat. You are excited about helping to ensure that all clients have a great experience with Zillow.
Possess a high energy, strong desire to achieve top results with a personable, positive "can do" demeanor.
You run towards the challenge and bring a problem solving mentality. Complexities and ambiguity motivates you to find a way, move forward, and satiate creative thinking.
A faster learner, self-starter, and critical thinker who is motivated by both client and team success.
Transferrable skills
Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply!
Get to know us
Zillow is reimagining real estate to make home a reality for more and more people.
As the most-visited real estate website in the United States, Zillow and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We're also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don't just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees' Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
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