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Customer Success Manager 🔥

About the team

Mortech builds software to help lenders and consumers simplify their mortgage decisions. The Mortech Customer Success team operates in a team-oriented environment and while we have individual goals, we work together to provide the best customer experience possible. We supply thousands of mortgage professionals with our B2B SaaS services to help and empower their daily internal and external processes that this team works to maintain and grow. Our team embodies the spirit of all our core values and plays a vital part in our organization's success.

About the role

As a Customer Success Manager, you will be responsible for the retention and growth of our Mortech SaaS customers. As a part of growth planning, you will review how our customers are using our services, make recommendations and drive prioritization of new product features, and work with other departments to drive adoption and provide valuable product feedback. In addition to strategic planning, you will build and execute implementation plans for new customer onboarding.

What You'll Do:

  • High degree of ownership and dedication to work quickly and accurately in a constantly evolving environment
  • Conduct business reviews with clients, providing insights and success metrics to ensure their account is set up for success with the goal of helping grow, retain, and engage our client base
  • Be responsible for your book of business and help cultivate our next generation of top clients
  • Serve as a coach, mentor, and educator of our mortgage lender clients to encourage mutual success
  • Represent the voice of the customer to influence product, marketing and sales process and improvement
  • Facilitate positive client experiences through your expertise of our systems & processes
  • Takes full ownership of account onboarding, retention, and customer growth

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $22.35 - $35.65 Hourly. This base pay range is specific to Colorado, Connecticut, Nevada and New York City 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

  • Candidate should possess experience in account management, sales and or customer success
  • Possess a high energy, strong desire to achieve top results with a personable positive “can do” attitude via phone and in person
  • Focused, reliable and a responsible self-starter that can self- manage with strong critical problem-solving skills
  • Passion for customer happiness and operational excellence
  • Knowledge of the mortgage industry is a plus
  • Exceptional communication and social skills.
  • Excellent organizational skills and ability to multitask and prioritize.
  • High technical proficiency with Microsoft Office, Tableau, Salesforce.

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

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 is helping people move from dreaming to transacting — and no matter what job you're in, you will play a critical role in making this vision a reality.

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. 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 in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, 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 us at RecruitingAccessibility@zillowgroup.com.

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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