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Customer Success Team Leader

Keller Williams Realty Austin, TX

  • Expired: October 22, 2020. Applications are no longer accepted.
What you'll be called: Customer Success Team Leader
Where you'll work: KWRI Headquarters-Austin, TX

Named a Happiest Company to Work for in 2020; one of the Best Places to Work in Austin, TX; and featured on the Training Magazine Training 125 list seven times, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where transforming the real estate industry through technology is our primary goal.

What you'll do:
We are seeking a dynamic leader who has proven professional services customer success experience. They will work to ensure our clients are set up for success.  This includes proven success in reducing client churn, improving customer adoption, securing upsells, building lasting relationships and turning customers into product champions. This position will serve as the primary point of contact for key customers, understanding the customers' success criteria, addressing their questions, resolving issues and serve as a trusted advisor. The individual will have the opportunity to help define and grow the Customer Success function for the newly launched KWRI Professional Services, developing best practices, processes, retention, growth targets and more.

To be successful in this role, we're looking for individuals with a consultative mindset who can quickly understand the clients' needs and how the professional services can meet those needs. You will apply best practices and solutions to each client based on their individual business goals and objectives. You'll be instrumental in creating long-lasting partnerships and responsible for delivering ROI analysis for your client base to drive positive client outcomes through professional services.  Leveraging this consultative approach, you will deliver Industry thought leadership while delivering the experience of Keller Williams values.

If you are a Customer Success champion who thrives in a professional services environment, constantly improving customer relationships, adoption and growth while seeking opportunities to grow professionally, this is the position for you!

Our Goals:
Team - The Professional Services team delivers services that simplify processes and magnify focus to create successful Associates, Brokerages, and Companies.
Associates - Associates engaging with the Professional Services are better able to deliver world-class service and achieve big results.

Essential Duties and Responsibilities:
  • Build trust and create meaningful relationships among champions and key Executives within each account.
  • Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors.
  • Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally to ensure a consistent and strong customer message is embedded in processes
  • Create and drive a value realization plan for customers.
  • Proactively identify account risks and drive mitigation strategy.
  • Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization.
  • Regularly meet with customers in person.
  • Identify new opportunities for customers to use Professional Services. Work with other teams/organizations to support the sales process.
  • Update and maintain the database with the most relevant details.
  • Must be able to proactively drive accounts with minimal oversight.
  • Track record of exceeding quarterly and annual goals.
Leadership Responsibilities:
  • Develop and manage a high performing CSM team, providing leadership to strategic planning, process improvement, day-to-day activities, and career & personnel development
  • Manage the day to day operations of a team composed of Customer Success Managers and drive the achievement of key performance metrics.
  • Effectively manage your team's book of business through regular health checks, data analysis and forecast reporting. Use this data to identify trends where improvements, coaching and accountability are needed.
  • Help to identify gaps in customer success processes and workflows and proactively initiate a means of resolution. Serve as a subject matter expert for cross-functional projects and company-wide initiatives.
  • Foster a supportive, engaged and cohesive environment 
  • Regularly coach and develop team members through real time and professional communications
  • Understand the teams required competencies and assess individual skill level 
  • Develop and lead training of new and updated customer success principles and processes.
Qualifications:
  • 2+ years of experience in leading and building high performing teams
  • 3 - 5 years working in account management, customer success management or equivalent.
  • Proven proficiency in customer retention, presentation skills, and ability to work independently to lead a team to deliver customer success.
  • Ability to align internal resources to meet customer requirements and deadlines.
  • Strong leadership, teamwork, & cross-group collaboration skills.
  • Ability to effectively communicate through all mediums (verbal, listening, written).
  • Proven track record of creating, sustaining & growing relationships.
  • Extremely organized, with effective time management skills.
  • Ability to perform and deliver in a fast-paced environment. 
Preferred Qualifications:
  • Real estate industry experience
  • KW Command experience
Who are we?
Keller Williams Realty Inc. is the largest real estate company by agent count across the globe and is number one in units and volume in the United States. Founded in 1983, we pride ourselves on an agent-centric, technology-driven and education-based culture that rewards agents as stakeholders. Keller Williams Realty International (KWRI), is the company's corporate headquarters located in Austin, TX. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.




We're driving growth and innovation at the global headquarters of the world's largest real estate franchise company!

When you join KWRI, you join a diverse team of passionate professionals who are redefining the global real estate industry. We support and innovate on behalf of over 170,000 Keller Williams real estate professionals worldwide.

We are writers, coaches, developers, designers, accountants, filmmakers, planners, lawyers and philanthropists. Each of us are trailblazers with the incredible opportunity to make a meaningful difference in the direction of this fast-growing company.


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