Customer Success Manager
Compass · Austin, TX · 3 wk ago
OTHRFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No job title heading. No Job ID. Remove boilerplate: mission statement, EEO, etc. Keep substantive info.
Let's parse the posting.
Content:
- Mission statement: "At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients." This is generic; maybe we can include as About the role? It's about company, not role. Could be part of About the role? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role section containing description of role.
- "Please note: this role is 100% in-office in Austin, TX" appears twice; we can include in About the role or maybe Schedule? It's location, not schedule. Could be part of About the role.
- Role description: "As a Customer Success Manager, AKA "Agent Experience Manager", you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience."
- Then bullet list of responsibilities (starting with "At Compass You Will Manage a portfolio...").
Let's extract responsibilities list:
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change
That's responsibilities.
- "What We're Looking For" section: list of qualifications/experience.
Let's extract:
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Previous experience in real estate a plus
- Previous experience with live or remote training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- Passion for supporting and serving agents trying to grow their businesses
- The ability to establish credibility with key agent decision-makers and influencers
- Great listening skills, connects well with others, and is empathetic of the customer’s pain points
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
Also note: "Please note: this role is 100% in-office in Austin, TX" repeated.
- Benefits: "Perks That You Need To Know About Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance."
- Pay: Not explicitly mentioned besides incentive programs (cash, equity, commissions). Could be considered Pay section? The instruction: only create Pay/Schedule/Benefits sections if posting actually states them. It does mention incentive programs (eligible cash, equity, or commissions). That's compensation. So we can include a Pay section with that detail.
- Schedule: Not mentioned besides standard operating hours (Ability to work in the office during standard operating hours). That's not a schedule detail like full-time, part-time, shift. Could be considered schedule? Might be too vague. Probably not include Schedule section because not explicit.
- About the role: combine mission? Might be better to include role summary: "As a Customer Success Manager, AKA 'Agent Experience Manager', you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience." Also note location: 100% in-office in Austin, TX.
We should not repeat job title as heading. So About the role heading
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role section containing description of role.
- "Please note: this role is 100% in-office in Austin, TX" appears twice; we can include in About the role or maybe Schedule? It's location, not schedule. Could be part of About the role.
- Role description: "As a Customer Success Manager, AKA "Agent Experience Manager", you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience."
- Then bullet list of responsibilities (starting with "At Compass You Will Manage a portfolio...").
Let's extract responsibilities list:
- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change
That's responsibilities.
- "What We're Looking For" section: list of qualifications/experience.
Let's extract:
- 2-3 years of experience in customer service, training, office management, hospitality, or operations
- Previous experience in real estate a plus
- Previous experience with live or remote training a plus
- Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus
- Passion for supporting and serving agents trying to grow their businesses
- The ability to establish credibility with key agent decision-makers and influencers
- Great listening skills, connects well with others, and is empathetic of the customer’s pain points
- A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
- Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
- Skilled communicator with great interpersonal skills, ability to build and manage relationships
- Meticulous attention to detail, highly organized
- Strong creative writing skills and eye for design
- Ability to work in the office during standard operating hours
- Ability to lift up to 25 lbs
Also note: "Please note: this role is 100% in-office in Austin, TX" repeated.
- Benefits: "Perks That You Need To Know About Participation in our incentive programs (which may include eligible cash, equity, or commissions). Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance."
- Pay: Not explicitly mentioned besides incentive programs (cash, equity, commissions). Could be considered Pay section? The instruction: only create Pay/Schedule/Benefits sections if posting actually states them. It does mention incentive programs (eligible cash, equity, or commissions). That's compensation. So we can include a Pay section with that detail.
- Schedule: Not mentioned besides standard operating hours (Ability to work in the office during standard operating hours). That's not a schedule detail like full-time, part-time, shift. Could be considered schedule? Might be too vague. Probably not include Schedule section because not explicit.
- About the role: combine mission? Might be better to include role summary: "As a Customer Success Manager, AKA 'Agent Experience Manager', you are the first person our customers meet when they join Compass and will be their account manager from that day forward. You will support our customers with everything including but not limited to understanding Compass, training on our tools and programs, assisting with marketing requests and more. As an AEM you are passionate about your customers and delivering a world class experience." Also note location: 100% in-office in Austin, TX.
We should not repeat job title as heading. So About the role heading About the role
then paragraphs.
Responsibilities: Responsibilities
then - ... each.
Requirements vs Qualifications vs Skills: The posting lumps qualifications under "What We're Looking For". We need to decide which sections to use. Could put all under Requirements or Qualifications. The instruction: prefer a few substantive sections over many thin ones. So we could combine into one section, maybe Requirements. But we have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can choose to include Requirements and maybe Skills separate if we can differentiate. However the content includes both experience requirements and skills. Could split: Requirements (experience, education?), Skills (soft skills, technical). But we have no explicit education. Let's see: The list includes experience, real estate experience a plus, training experience a plus, enterprise tech experience a plus, passion for supporting agents, ability to establish credibility, great listening skills, passion for creating community, problem-solving, skilled communicator, attention to detail, creative writing, ability to work in office, lift 25 lbs. These are a mix of experience and skills. Could put all under Requirements. Or we could have Requirements for experience and Qualifications for pluses? But better to follow instruction: prefer few substantive sections. So maybe just Requirements (or Qualifications) and Skills not needed. But we have to use headings from list if we include them. We could include Requirements and Skills, but ensure each has real content.
Let's attempt: Requirements: experience (2-3 years in customer service, training, office management, hospitality, or operations; previous experience in real estate a plus; previous experience with live or remote training a plus; previous experience working with enterprise technology a plus). Skills: passion for supporting agents, ability to establish credibility, great listening skills, empathy, passion for creating community, problem-solving, analytical, skilled communicator, interpersonal, relationship building, attention to detail, organized, creative writing, eye for design, ability to work in office, lift 25 lbs.
That seems reasonable.
Benefits: we have details.
Pay: incentive programs (eligible cash, equity, commissions). Also maybe mention "competitive compensation packages" but that's boilerplate. We'll stick to incentive programs.
Schedule: Not explicit; we have "Ability to work in the office during standard operating hours" but that's not schedule. Could we consider Schedule section with "Standard office hours (in-office)"? Might be too speculative. Better to omit Schedule.
Now ensure we don't include boilerplate: mission statement, EEO, equal opportunity, etc. Remove duplicated lines like "Please note: this role is 100% in-office in Austin, TX" appears twice; we can include once maybe in About the role.
Also remove "Do your best work, be your authentic self." etc. That's boilerplate.
Also remove "Notice for California Applicants Los Angeles County Fair Chance Notice". Remove.
Now craft HTML.
Structure:
About the role
As a Customer Success Manager, also known as an Agent Experience Manager (AEM), you are the first point of contact for customers when they join Compass and serve as their account manager from day one. You will support customers with understanding the Compass platform, training on tools and programs, assisting with marketing requests, and more. This role is 100% in‑office in Austin, TX.
Responsibilities
- Manage a portfolio of high‑touch customers by serving as their day‑to‑day contact for questions and issues via phone calls, emails, and in‑person meetings.
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
- Provide essential marketing support by answering questions, creating collateral from templates (including listing presentations and postcards), and acting as the liaison to marketing specialists for more complex support requests.
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity.
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change.
Requirements
- 2‑3 years of experience in customer service, training, office management, hospitality, or operations.
- Previous experience in real estate (a plus).
- Previous experience with live or remote training (a plus).
- Previous experience working with enterprise technology such as Zendesk, Salesforce, or Confluence (a plus).
Skills
- Passion for supporting and serving agents trying to grow their businesses.
- Ability to establish credibility with key agent decision‑makers and influencers.
- Great listening skills, connects well with others, and empathetic of the customer’s pain points.
- Passion for creating community within a space; encourages in‑office interaction, bonding, and engagement.
- Strong problem‑solving and analytical skills, allowing quick adaptation and solution formulation.
- Skilled communicator with great interpersonal skills; ability to build and manage relationships.
- Meticulous attention to detail and highly organized.
- Strong creative writing skills and an eye for design.
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Benefits
- Participation in incentive programs (eligible cash, equity, or commissions).
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical, tele‑health, dental, and vision benefits.
- 401(k) plan.
- Flexible spending accounts (FSAs).
- Commuter program.
- Life and disability insurance.
- Maven (support system for new parents).
About the role
As a Customer Success Manager, also known as an Agent Experience Manager (AEM), you are the first point of contact for customers when they join Compass and serve as their account manager from day one. You will support customers with understanding the Compass platform, training on tools and programs, assisting with marketing requests, and more. This role is 100% in‑office in Austin, TX.
Responsibilities
- Manage a portfolio of high‑touch customers by serving as their day‑to‑day contact for questions and issues via phone calls, emails, and in‑person meetings.
- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.
- Provide essential marketing support by answering questions, creating collateral from templates (including listing presentations and postcards), and acting as the liaison to marketing specialists for more complex support requests.
- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.
- Support ongoing projects such as new office openings, national initiatives, and new Expansion/M&A activity.
- Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.
- Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.
- Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change.
Requirements
- 2‑3 years of experience in customer service, training, office management, hospitality, or operations.
- Previous experience in real estate (a plus).
- Previous experience with live or remote training (a plus).
- Previous experience working with enterprise technology such as Zendesk, Salesforce, or Confluence (a plus).
Skills
- Passion for supporting and serving agents trying to grow their businesses.
- Ability to establish credibility with key agent decision‑makers and influencers.
- Great listening skills, connects well with others, and empathetic of the customer’s pain points.
- Passion for creating community within a space; encourages in‑office interaction, bonding, and engagement.
- Strong problem‑solving and analytical skills, allowing quick adaptation and solution formulation.
- Skilled communicator with great interpersonal skills; ability to build and manage relationships.
- Meticulous attention to detail and highly organized.
- Strong creative writing skills and an eye for design.
- Ability to work in the office during standard operating hours.
- Ability to lift up to 25 lbs.
Benefits
- Participation in incentive programs (eligible cash, equity, or commissions).
- Paid vacation, holidays, sick time, parental leave, and recharge leave.
- Medical, tele‑health, dental, and vision benefits.
- 401(k) plan.
- Flexible spending accounts (FSAs).
- Commuter program.
- Life and disability insurance.
- Maven (support system for new parents).