Key Account Manager

Key Account Manager

Full-Time; Start Immediately

Local Hilton Head Island, SC or Remote Position

REsides is the first and only MLS to launch a revolutionary new equity-ownership model for its clients. The Company is focused on delivering best-in-class client service while spearheading big change in the industry with an 'MLS without boundaries' vision that encourages collaboration and cooperation across the entire real estate eco-system. We envision a future where MLSs become the unquestionably best stewards of data; the catalyst for increasing data value, and strategic developers of the most significant tools in their marketplace.

Headquartered on Hilton Head Island, SC, REsides is ranked in the top 25% of all residential real estate MLSs in the United States. We are expanding our team to support our current client service delivery goals and build a foundation for strategic growth. This is a unique opportunity to join a dynamic team and to be part of something bigger in MLS.

The Key Account Manager is responsible for driving the best client experience for our organization, with a focus on the development and management of delivering a superior client experience. You will assist customers through their on-boarding process, answer questions and solve problems using our technology and compassion to build client trust and loyalty. You will work collaboratively with our teams and leadership across the business to design and develop process improvements to the client journey. Key to this role is the ability to:

• Build long-lasting relationships with our top clients
• Partner with clients to ensure that a best-in-class brand engagement is experienced
• Advocate for clients internally by influencing the design & usability of the MLS website & technical products
• Grow into departmental leader

Key Responsibilities

• Partner with our clients so that they get tangible business value from our integrated MLS platform to market and communicate with their clients and prospects, from lead to close.
• Service clients with compassion, understanding and partner-first mentality.
• Process all new subscriptions and ensure successful onboarding of new clients.
• Position additional REsides services by recognizing opportunities to introduce clients to new products & features.
• Answer client inquires and fulfill requests via inbound phone calls and emails on REsides’ MLS services, data, reports, policies and procedures ensuring excellent client satisfaction and adherence to established company guidelines.
• Troubleshoot client issues and provide technical support on all MLS products that include e-Key and I-Boxes, MATRIX, Clariety Security SSO, Transaction Desk and other integrations to our robust MLS platform - all with an aim to solve client inquires while building a trustful relationship with our clients.
• Manage client relationships while working in multiple systems that include SalesForce, MS Office Suite, QuickBooks and others.
• Support cross-functional projects with marketing and operations teams to ensure a seamless client experience through all channels.
• Proactively identify and address any service obstacles that could impact customer satisfaction.
• Research and solve customer problems.
• Escalate problem inquiries to ensure timely resolution and communication to all internal teams.
• Minimum 2 years of client service experience, preferably in residential real estate whether in mortgage, brokerage, technical or financial services.
• Experience managing client interactions via phone, email, chat and social queues.
• Self-starter who can operate well in a collaborative team environment, adapt to changing needs, and tackle new challenges daily.
• Excellent communication skills with the ability to communicate across all levels of contact that include agent, brokerage, executive and across all internal teams.
• Ability to efficiently and professionally juggle multiple priorities on a daily basis with high degree of accuracy.
• Detail-oriented with excellent written and oral communication skills.
• Strong computer skills including proficiency in MS Office applications, SalesForce or comparable CRM. Preference given to candidates with real estate application expertise and hands-on use of MATRIX and Clariety in addition to e-Box software and other leading, modern real estate applications.
• Strong problem-solving skills and ability to think analytically while working in a fast-paced environment.
• Must be highly motivated and passionate about our brand, growth goals and the success of our clients.
• Must possess an ability to achieve and deliver a superior level of client satisfaction.
• Quick learner who can professionally apply knowledge in real time and be willing to participate in Beta Testing of software integrations to ensure client delivery and experience expectations.
• Outstanding relationship-building skills.
• Mature character and proactive leader who thrives on client success and making an impactful difference in the business by exploring opportunities to add value and consistently expand role.

Requirements and skills of a successful candidate include:

• Minimum 2 years of client service experience, preferably in residential real estate whether in mortgage, brokerage, technical or financial services.
• Experience managing client interactions via phone, email, chat and social queues.
• Self-starter who can operate well in a collaborative team environment, adapt to changing needs, and tackle new challenges daily.
• Excellent communication skills with the ability to communicate across all levels of contact that include agent, brokerage, executive and across all internal teams.
• Ability to efficiently and professionally juggle multiple priorities on a daily basis with high degree of accuracy.
• Detail-oriented with excellent written and oral communication skills.
• Strong computer skills including proficiency in MS Office applications, SalesForce or comparable CRM. Preference given to candidates with real estate application expertise and hands-on use of MATRIX and Clariety in addition to e-Box software and other leading, modern real estate applications.
• Strong problem-solving skills and ability to think analytically while working in a fast-paced environment.
• Must be highly motivated and passionate about our brand, growth goals and the success of our clients.
• Must possess an ability to achieve and deliver a superior level of client satisfaction.
• Quick learner who can professionally apply knowledge in real time and be willing to participate in Beta Testing of software integrations to ensure client delivery and experience expectations.
• Outstanding relationship-building skills.
• Mature character and proactive leader who thrives on client success and making an impactful difference in the business by exploring opportunities to add value and consistently expand role.

This positon is available on Hilton Head Island, SC. Local and remote candidates will be considered. We offer a full benefits package with paid vacation, health, dental, life, 401k and more.