Manager of the Ylopo Account Management Team

Job description

Manager of the Ylopo Account Management Team

Ylopo LLC is an exciting, rapidly-growing, and already profitable real estate technology company with a worldwide staff of over 175 and offices in Santa Monica, CA and Phoenix, AZ. Ylopo helps real agents, teams, and brokerages profitably grow their business and build their brand through its industry leading Complete Digital Marketing Solution which enables its real estate clients to acquire, nurture, and communicate with new potential buyers and sellers.  Ylopo was started by a team of seasoned entrepreneurs and technologists who have already spent over a decade in the real estate technology space. We pride ourselves on a supportive and respectful company culture that is also laser focused on building cutting-edge digital marketing technologies that are superior to what currently exists.


At Ylopo we highly value our clients’ success and the Account Management Team plays a major role in ensuring that success by providing exceptional service, collaborating across departments, and always looking out for ways we can improve our product and the clients’ experience. 


Candidates well-suited to this role will have a track record of leading and managing customer service, account management, client retention, technical support, or other external-facing teams. They will also be client-focused and understand how to provide exceptional service, both internally and externally within an organization. They will have excellent communication skills, both through email and over the phone and will have a clear track record of training and mentoring team members in a service environment. Candidates should have experience monitoring, tracking, and reporting on individuals’ progress, productivity, and goals while guiding the team to hit high-level customer support and client retention metrics and KPIs set by the company’s executives. 


Candidates do not have to have prior experience working at software or marketing companies, but should be tech savvy, have a healthy interest in new technologies, and should feel comfortable learning new software and teaching others how to use new technology or troubleshooting new software. Most importantly we’re looking for candidates who are results-oriented, quick-thinking, detailed, patient, positive, and thoughtful.


Ylopo’s rapid growth means that the work is fast paced and there’s never a dull moment.  We are a tight knit group and deeply care for each individual team member’s personal development and happiness at the company. Managers should be able to embrace and promote this culture of learning and growth, and should be enthusiastic about mentoring and developing team members. 



This position reports to the VP of Operations.  Applicants for this position must be located in Phoenix, AZ, however this position is currently a REMOTE role while we are in the middle of the Covid-19 pandemic. At some point, the role will return to a full time, in-office role working out of the Phoenix office, and some small amount of long distance travel may be required for training or meetings at company headquarters in Los Angeles, CA.


Compensation and full benefits include a competitive starting salary based on experience with an additional bonus incentive plan based on hitting key company success metrics.  Other benefits include medical, dental, and vision benefits; paid holidays, vacation, and sick days; ability to contribute to company 401(k); paid monthly parking (if applicable); and an extremely nice, supportive group of people as your co-workers.


Requirements

Qualifications:  

  • Undergraduate degree preferred 
  • At least 2 years experience leading a team of 10+ team members
  • Professional manner and superior people skills
  • Consistent work habits and strong work ethic
  • Strong technical and organizational skills, strong attention to detail
  • Ability to think logically and analytically in a problem-solving environment
  • Be proactive and take initiative in all aspects of your work
  • Ability to use sound judgment and problem solving skills to provide direction and guidance to the Account Management Team. 
  • Ability to create a positive work environment
  • Experience using CRM, ticketing, e-learning, and knowledge base software such as Jira, Salesforce, Zendesk, Helpscout, Confluence, Hubspot, etc.


Responsibilities:

  • Supervise the account management team and manage their activities to ensure prompt, courteous, and proactive outreach resulting in a positive customer experience for external customers.
  • Audit team members’ calls in order to maintain and develop superior team performance standards.
  • Develop initiatives to improve company-wide client retention metrics
  • Monitor and maintain superior customer engagement and knowledge of the Ylopo platform via available training and education resources
  • Monitor and ensures proper use of CRM and various internal systems with a stewardship over accurate data entry yielding accurate and useful KPIs
  • Develop new and maintain existing KPIs and reports driving team performance
  • Develop and implement strategies to optimize the Ylopo customer experience while identifying process improvement opportunities to optimize team operations
  • Train and onboard new team members
  • Resolve client escalations
  • Provide direct hands-on support to VIP customers while balancing supervisory responsibilities
  • Distribute and monitor team lead and team member workloads and schedules
  • Evaluate team member performance against company standards; work with team leads and team members to achieve performance objectives and improve their skills, mentor and develop team members
  • Oversee documentation and dissemination of all department internal and external processes