Account Manager

Job Title: Account Manager
Location: San Antonio, TX
Hours: 8 AM to 5 PM CST/CDT
LOB: Software as a Service (SaaS) Customer Support

About This Job:
Customer success is our success — the heart of Brokerage Engine — so we are looking for Account Managers that are ready to manage the portfolios of high value small business to enterprise level clients who need your help as they start, manage and grow their enterprises.

Our Account Managers act as Brokerage Engine’s Ambassadors — the cultivators of deep client relationships — for Real Estate Brokers within Brokerage Engine’s SaaS (Software as a Service) solution. By partnering with other Brokerage Engine advisors and specialists, Account Managers build the foundation that creates an experience that clients can truly appreciate and value.

Responsibilities and Expectations

  • Communicate clearly and effectively, both written and verbal, in a fast-paced and intense work-environment.
  • Coordinate with internal and external resources to ensure client issues are addressed and resolved.
  • Take responsibility for client retention, satisfaction, reference ability, and revenue/profitability growth.
  • Partner with Sales to secure additional business opportunities.
  • Engage clients directly during implementation, and throughout the remainder of the client “life cycle”.
  • Execute quarterly Account Reviews with client executives.
  • Understand customer needs and objectives; ensuring that the customer is utilizing and benefiting from the full extent of our solutions, across all products to which they subscribe?
  • Act as the first internal point of escalation to resolve issues with the service, and engage all internal stakeholders to form a retention plan.
  • Address any billing errors with customers, enlisting support of other teams to make sure that issues are resolved, and that changes are implemented to prevent reoccurrence.
  • Maintain service oversight and establish relationships with key contacts/decision-makers in assigned customer accounts.
  • Ensure that clients understand who their contacts are, and the roles and responsibilities of each.
  • Coordinate the execution of service requests through to product specialists.
  • Be a team player and integral team member, actively making recommendations and suggestions regarding quality and process improvement in the workplace – both internally for you and your teammates, and externally for customers.
  • Be a resource to others when it comes to sharing knowledge and experience.
  • Exhibit (always) patience, diplomacy, and tact when dealing with customers, co-workers, members, and outside contacts.

Required Qualifications, Education, and Experience:

  • 5+ years of delivering energetic customer service, and managing customer accounts
  • Strong business acumen and the ability to strategize based on customer’s KBO
  • SaaS experience and CRM experience
  • Adaptability concerning demanding schedules and frequent change
  • Relationship Management Skills
  • Strong Interpersonal skills
  • Ability to develop rapport with, and quickly gain the trust of, all members of a client’s business base
  • Ability to strategically leverage relationships with customer needs in mind
  • Openly collaborative in relationships with clients, peers, internal teams, and at all levels of the business
  • Detail- and Deadline-oriented
  • Able to prioritize effectively
  • Strong time management skills
  • Decisive in the face of timelines
  • Results-driven
  • Adept at managing multiple clients’ needs and concerns; anticipating such before they arise

About Brokerage Engine:
Founded in 2018, Brokerage Engine is a rapidly growing start-up that offers a SaaS solution to Real Estate Brokers and Agents that reshapes business functions (marketing, listing, accounting, etc.) to provide easier property and business management. Through stand-out user experiences and world-class support, Brokerage Engine enables sales growth and enhances the ability to obtain and sustain long-lasting customer relationships.

Integration Specialist

Job Title: Integration Specialist
Location: San Antonio, TX
Hours: 8am – 5pm
LOB: Software as a Service, Customer Support
About this Job:
Customer success is at the heart of Brokerage Engine’s success and we are looking for a customer service professional who is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base. In this role, you’ll work with our Account Management teams to ensure clients are smoothly set up with their new accounts.

Responsibilities and Expectations

  • Review and understand clients’ business and communication challenges to successfully implement solutions
  • Coordinate and facilitate client needs across Account teams
  • Learn and maintain a deep expertise of Brokerage Engine’s best practices to provide ongoing value and support to our customers
  • Maintain and track all projects and documentation
  • Ensure proper and consistent status updates to the Account Teams
  • Work with our Account Managers to manage client expectations and ensure that the Onboarding Team has all information necessary for a smooth transition.
  • Analyze, organize, and communicate customer feedback to the Sales and
  • Support Teams

Top Skills / Experience

  • Energetic and results driven, you can quickly think on your feet.
  • 1 – 3 years of prior customer service experience
  • Excellent level of relationship management, interpersonal skills and the ability to strategically leverage these relationships in a demanding environment
  • Exceptional ability to manage multiple priorities and to proactively service multiple clients in a fast-paced environment
  • Excellent attention to detail with the ability to learn and adapt quickly
  • Ability to review, assess, and provide detailed information daily
  • Excellent verbal and written communication skills
  • Strong organizational and prioritization skill
  • You’re comfortable on the phone talking to customers, providing support and feedback while working closely to resolve any problems in a timely fashion.
  • You have the ability to explain technical concepts in an easy to understand manner.

About Brokerage Engine:
Founded in 2018, Brokerage Engine is a rapidly growing start-up offering a SaaS solution to real estate brokers and agents, reshaping business functions (marketing, listings, accounting, …) that helps for easier property and business management. Through standout user experiences and world-class support, Brokerage Engine enables sales growth and long-lasting customer relationships.

Customer Support Specialist

Job Title: Customer Support Specialist
Location: San Antonio, TX
Hours: 8 AM to 5 PM CST/CDT
LOB: Software as a Service (SaaS) Customer Support

About This Job:
Customer success is our success — the heart of Brokerage Engine — so we are looking for Customer Support Specialists whose primary focus will be to ensure that our customers receive a top-notch customer service experience.

Our Customer Support Specialists act as the glue between Customers and The Business, providing consistent support for each and every Real Estate Broker and Agent within Brokerage Engine’s SaaS (Software as a Service) solution. The role of the customer care specialist requires a blend of technical knowledge and interpersonal skills, with a high level of patience and professionalism at all times. Conflict management skills are a must. Are you ready for the challenge?

Responsibilities and Expectations

  • Communicate clearly and effectively, both written and verbal, in a fast-paced and intense work-environment.
  • Be a team player and integral team member, actively making recommendations and suggestions regarding quality and process improvement in the workplace – both internally for you and your teammates, and externally for customers.
  • Work with confidence and knowledge when addressing customer concerns and needs.
  • Exhibit (always) patience, diplomacy, and tact when dealing with customers, co-workers, members, and outside contacts.
  • Act as a brand advocate by sharing your passion delivering world class customer service.
  • Serve as liaison between Management and Customer Support Team.
  • Provide concierge level service between customers and the business, while internally cultivating cross-team connections – all to create and foster that world-class experience that all customers are looking for.

Top Skills / Experience

  • High School diploma or equivalent
  • Associate’s or Bachelor’s degree (desired, but not required)
  • 1-3 years Customer Service Experience
  • Superior verbal and written communication skills, preferably with experience in customer support via multiple platforms – phone, chat, and email
  • Ability to work in a fast paced and ever-changing work environment
  • Proficient computer and data entry skills
  • Detail- and Deadline-oriented
  • Able to prioritize effectively
  • Strong time management skills
  • Decisive in the face of timelines
  • Results-driven
  • Capable of learning and adapting quickly
  • Adept at managing multiple clients’ needs and concerns; anticipating such before they arise
  • Relationship Management Skills
  • Strong Interpersonal skills
  • Ability to strategically leverage relationships with customer needs in mind
  • Openly collaborative in relationships with clients, peers, internal teams, and at all levels of the business
  • Always approachable, with a flexible outlook
  • Analytical Skills
  • Review complaints with intense focus on fast and effective resolution – but with an eye towards identifying larger trends to fix and streamline processes
  • Craft responses to various customer experiences that can later be used by other Customer Care and Support teams

About Brokerage Engine:
Founded in 2018, Brokerage Engine is a rapidly growing start-up that offers a SaaS solution to Real Estate Brokers and Agents that reshapes business functions (marketing, listing, accounting, etc.) to provide easier property and business management. Through stand-out user experiences and world-class support, Brokerage Engine enables sales growth and enhances the ability to obtain and sustain long-lasting customer relationships.