Manager - Onboarding & Implementation

Job Type

Full-time

• Paid time off
• 401(k)
• Life insurance
• Health insurance
• Continuing education credits
• Parental leave
• Employee stock purchase plan
• Vision insurance
• Paid parental leave
• Disability insurance
• Flexible spending account
• Pet insurance
• Dental insurance

Real Geeks is on a mission to help real estate professionals grow their business using technology. We care deeply about the success of our customers and pride ourselves on being a dynamic, inclusive and collaborative team that gets stuff done. Our products and services have helped thousands of real estate professionals connect and build lasting relationships with millions of home buyers, sellers and owners. Real Geeks has ~120 employees across the US and Canada and is owned by Fidelity National Financial (NYSE: FNF), along with Commissions Inc, SkySlope and other leading real estate technology companies.

Why We Need You:

We welcome hundreds of new clients onto the Real Geeks platform each month and our onboarding team is responsible for making sure those clients are quickly and efficiently set up for success. The ideal candidate will excel at managing a process with many moving parts, never uses the phrase “this is how it’s always been done,” and thrives in a fast-paced environment where they can experiment and challenge assumptions. We need someone who isn’t afraid to test new ideas and approach problems with a “beginner’s mind.”

Reporting directly to the head of our Client Services department, you’ll lead a small team of remote-based and talented onboarding specialists and be responsible for creating an environment where they can do their best work. You’ll collaborate effectively with our Sales, Marketing, Training, Support and Product teams to deliver a great experience for our new clients, drive improvements to our onboarding process, and pride yourself on increasing our new client retention rate.

What You'll Do

• Be responsible for managing capacity, planning for changes, and continually working to make our onboarding operations more efficient and a better experience for our customers.
• Define and improve the team’s internal processes to deliver a stellar customer experience without sacrificing efficiency. You’ll drive change while minimizing instability and ensuring a smooth implementation experience for new clients, even when you’re “shaking things up” internally
• Be an advocate for our customers and work with Sales, Marketing, Training, Support, and Product teams to improve processes and our product experience
• Execute implementation and onboarding strategies to ensure customers in all customer segments hit onboarding milestones within the defined SLAs. This includes reporting the milestone completion of new customers, documenting all steps and touchpoints as appropriate, and working with the client services leader to make sure our milestone goals align with the best interests of our customers.
• Influence cross-functional leaders to get buy-in for onboarding initiatives
• Lead a team of onboarding and implementation specialists, coach them to improve customer experience and outcomes, and drive the team to meet team goals.

What you’ll need to be successful:

• 4+ years of customer success, implementation, or onboarding experience, with at least 1 year managing a team, ideally in a SaaS environment.
• Excellent judgment and the ability to make decisions and create experiences that help our customers while balancing what makes sense for our organization
• Commitment to developing, supporting, and training direct reports to ensure high employee satisfaction (that translates to high customer satisfaction).
• Ability to overcome objections and offer solutions, with a focus on de-escalating customer support requests and maintaining a positive, goal-driven customer relationship
• Technical chops – able to quickly learn and understand our SaaS platform configuration and troubleshoot system issues
• Strong track record of delivering improvements to customer support programs or experiences
• BA/BS degree preferred
• Experience building or executing customer success programs through scalable processes and technologies (example: email, in-app, online training, community, bot/automation).
• Real estate, lead generation, or SMB customer experience a plus
• Proven ability to research, analyze and provide a solution to newly identified issues.
• Experience with an online ticketing system, like Zendesk.

What we offer:

• Positive, healthy, and vibrant culture
• Continuing Education Benefit (up $1,250 a year)
• Pet Insurance
• Employee Stock Purchase Plan Options
• 401k
• Flexible Spending Account
• Remote work environment, with the option of working in our Dallas office
• 18 PTO days per year
• Short- and Long-Term Disability Insurance
• Medical, Dental and Vision Insurance
• Company paid Life Insurance
• 12 Weeks Paid Maternity Leave
• Challenging projects and work

Thank You