Austin Board of REALTORS®

Director of Customer Success

Austin, TX | $89K - $168K

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Qualifications

Master’s degree or equivalent; and four to ten years related experience and/or training; or equivalent combination of education and experience
Knowledge of Microsoft Office Suite, Excel, and the ability to learn specialized software abilities
Ability to communicate with clarity and organization through email and verbally
Experience with creating and giving training programs and presentations

Responsibilities

The MLS Department at ABoR is looking for a Director of Customer Success to work closely with the Chief Operating Officer to direct the operation and delivery of customer support, data quality services, and content licensing program to customers of Unlock MLS
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Develop and implement strategies to enhance the overall customer experience for our customers
Provide visionary leadership to the customer success and data quality support teams, setting clear goals and expectations
Foster a customer-centric culture that emphasizes responsiveness, empathy, and professionalism
Manage customer support infrastructure and systems, continuously seeking improvements, to enhance the efficiency and effectiveness of customer support operations
Collaborate with cross-functional teams to ensure a seamless and positive customer experience
Proactively identify customer needs and collaborate with internal teams to address them effectively
Conduct regular feedback sessions to gather insights and improve service offerings
Manage the accuracy and integrity of data within the MLS system
Implement protocols for data quality control and adherence to MLS guidelines
Develop and deliver training programs on MLS compliance and best practices
Communicate updates and changes in MLS regulations to the membership through various channels
Manage the administration of all content licensing services and procedures
Collaborate with MLS Solutions team to optimize MLS platforms for customer use
Conduct regular training sessions and professional development opportunities for department
Assist in the development and provide oversight for department budget
Provide MLS department services
This will include but is not limited to: Providing MLS rules and general policy information, administering content licensing programs, and promoting products and services to members, staff, and third party vendors
Directly manages two supervisory positions with responsibility for up to 15 full-time employees
Carries out responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Benefits

Full-time ABoR employees enjoy a benefits package that includes:
Health, vision, and dental coverage effective on the first day of the month after your start date
Eligibility for 401(k) plan, HSA, and flexible spending accounts subject to plan terms
Eligibility for company-paid benefits such as life insurance, short- and long-term disability and long-term care, subject to applicable waiting periods
Company-paid holidays and two floater days
Paid sick and vacation time earned on an accrual basis
ADP Work-life Benefits Resources, including Employee Assistance Program (EAP)
LinkedIn Learning subscription

: 51-200 employees
: Insurance, Finance, Financial Services, Professional Services, Construction, Consulting, Real Estate, Real Estate Technology, Business Services, Marketing and Advertising
: Nonprofit
: Austin, TX