Remote Associate Manager Customer Success Job in United States Zillow

Who you are

What the job involves

• Leading a team and providing coaching to all team members relative to a best-in-class customer experience and operations
• Cultivating relationships with Sales leadership and other cross-functional partners to understand customers' expectations and drive successful outcomes
• Collaborating with Product Development to understand our product’s capabilities and serve as the voice of the customer
• Collaborating with Business Operations and Customer Operations to implement workflows that maximize efficiency the customer experience and to establish a culture of continuous improvement
• Maintaining a close connection to and/or leading relevant projects; communicating status updates to various stakeholders
• Establishing and maintaining a high level of customer satisfaction customer retention and customer adoption for the book of business
• Define scope timeliness resources prioritization and anticipate potential roadblocks of team projects
• Fostering a working environment that is energizing motivating and contributes to positive team engagement
• Collaborating with direct reports to drive personal and organizational success executing Zillow’s core people practices including performance management professional development coaching and recognition
• Understanding capacity for each direct report and distributing work based on availability and expertise to ensure objectives are met
• Analyzing and implementing key performance metrics to assess the team’s performance recognizing trends and leading actions to maximize productivity and efficiencies
• Implementing internal workflow policies/procedures recommending and managing improvement efforts
• Serving as an escalation point for client inquiries or issues where appropriate
• Occasional travel to internal meetings industry events and/or in-person client visits.