Customer Account Manager, Realtor.com+ and Zenlist at Realtor.com in Austin, Texas, United States

Job description

• The Customer Account Manager, RMN/RDC+/Zenlist, manages a book of business comprising Realtor.com’s strategic MLS account relationships. The Customer Account Manager builds long-lasting, mutually beneficial relationships with accounts to help secure and retain revenue. This is accomplished by developing impactful client relationships, guiding customers on product usage, and delivering effective account management.
• Customer Account Managers serve as dedicated consultants, problem-solvers, and relationship managers for account stakeholders. You will collaborate with multiple departments to ensure customer inquiries, concerns, and expectations are communicated and resolved efficiently, contributing directly to the team's overall success.

Responsibilities

• Account Management & Retention: Proactively manage a portfolio of assigned accounts to drive product account creation, encourage product upgrades, and ensure long-term adoption and retention of Realtor.com+ and Zenlist offerings.
• Training & Adoption Strategy: Develop and execute quarterly training and adoption strategies alongside executive partner leaders and client support teams to boost platform engagement.
• Data & Performance Reporting: Track and share adoption and product engagement metrics via Quarterly Business Reviews (QBRs), regular partner touch-points and executive dashboards with key stakeholders and internal partners.
• Campaign & Outreach Execution: Drive product usage through structured outreach campaigns, webinars, office visits, and tailored educational touchpoints for agents and brokers.
• Cross-Functional Collaboration: Partner with Product, Engineering, Marketing, Legal, and Support teams to amplify the voice of the customer, resolve technical escalations, and support GTM launches.
• Project Management & Operations: Maintain data accuracy across enterprise systems (Salesforce, Asana, Jira) while overseeing launch timelines, dependencies, and operational workflows.
• Industry Engagement & Initiatives: Participate in industry events and lead special account maintenance projects to elevate overall product success and strengthen client relationships.

Requirements

• Education: Bachelor’s Degree or equivalent practical experience.
• Experience: 2–4 years of experience in account management, customer success, or client relations, preferably managing organizational or B2B relationships. Real estate or property tech experience is a plus.
• Communication Skills: Excellent verbal and written communication skills, with the ability to lead engaging client meetings and present data effectively.
• Technical & System Proficiency: Proficiency with Microsoft Office and Google Workspace (Excel/Sheets). Working knowledge of CRM systems (e.g., Salesforce) and project management platforms (e.g., Asana, Jira).
• Relationship Building: Strong interpersonal skills with a professional demeanor; ability to build trust through clear expectation setting, active listening, and consistent follow-through.
• Organization & Multitasking: Strong organizational skills with the ability to manage multiple account lifecycles and priorities simultaneously.
• Problem Solving: Proactive problem-solving abilities to identify risks early and work constructively to resolve challenges.
• Cross-Functional Teamwork: Collaborative approach to working across department lines (Product, Marketing, Support, Finance, Legal).

Skills

Preferred

• Real estate or property tech experience

Benefits

• Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:
• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location