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REMAX · 3 weeks ago

Director, Onboarding (Brokers & Agents)

Denver, CO

Full-time

Onsite

Director/Executive

$88K/yr - $115K/yr

REMAX is a leading organization in the real estate industry, and they are seeking a Director of Onboarding to enhance client relationships and streamline the onboarding process. This role involves leading multiple teams, optimizing the customer journey, and ensuring a culture of customer success throughout the organization.

Commercial Real EstateFranchiseProperty ManagementReal Estate

Growth Opportunities

Hiring Manager

TJ Carlson

Responsibilities

Lead multiple teams at RE/MAX, including but not limited to the Technology Onboarding Team, US Customer Success team and Canada Customer Success Team

Take the lead in defining and optimizing the customer journey and foster a culture of Customer Success throughout the vertical, while ensuring alignment with Regional Development, product teams, and outside vendors

Continuously craft and communicate the vision of a world-class experience to create lasting impressions and implement a company-wide customer feedback loop, ensuring product teams and regional development teams are in lock-step with customer needs

Begin to help the team standardize Success Plans to suit different customer segments, ensuring a structured approach to customer success

Oversee and manage the entire customer lifecycle, which includes defining and overseeing various touch points, such as the franchise sales technology component, technology onboarding process, QBR Tech process with owners, and office goal setting initiatives, while aligning with company adoption goals and strategies

Enhance and maintain standard presentation materials that will equip your teams for executing effective lifecycle strategies and establish performance expectations with the teams

Proactively identify opportunities for continuous improvement and become an expert in change management, coaching team members and leaders how to be effective in change management as well

Find ways for team members to deeply understand customer objectives and define their involvement at their introduction to showcase and deliver the value and ROI to customers effectively

Lead cross-functionally to drive overall customer success and clarify ownership for each part of the customer journey, while gathering feedback from other departments and advocating for process improvements

Take ownership of key metrics for your team, including adoption rates, churn/production data, customer satisfaction, NPS, and employee satisfaction, and propose improvements to your team's organizational structure, aiming to achieve operational excellence

Continuously communicate metrics to your team and report on these metrics each week, maintaining a culture of massive customer delight

Qualification

Customer Success StrategyChange ManagementTeam LeadershipAnalytical SkillsBusiness Process OptimizationCustomer EngagementExecutive CommunicationCommunication SkillsCollaboration Skills

Required

Ability to encourage an atmosphere of trust, openness and communication by working closely with both internal teams and customers on establishing clear, shared objectives during the course of the customer relationship

Strong analytical skills and experience

Strong communication and leadership skills to establish a common understanding of delivery expectation

Ability to work collaboratively with customers and peers across the organization on a daily basis and to work with teams who have been tasked with producing other work products based on their team's deliverables

Proven ability to build, maintain, and grow an effectively functioning team

Proven management experience leading teams in delivering solutions to diverse business problems

Experience documenting and optimizing business processes

Strong customer facing experience

Proven ability to engage in critical conversations with senior executive leadership

Benefits

Competitive Medical, Dental, and Vision benefits

Retirement plans with optimal company match

Annual bonus/merit opportunity

Educational Assistance

Medical Health support program

M.O.R.E. Events offered in-person and virtually

Mentorship program

Employee Resource Groups

Community Engagement

Diversity, Equity, and Inclusion

Parenting

Remote

Woman at RE/MAX

Company

REMAX

Glassdoor4.2

As one of the leading global real estate franchisors, RE/MAX, LLC is a subsidiary of RE/MAX Holdings (NYSE: RMAX) with more than 140,000 agents in almost 9,000 offices and a presence in more than 110 countries and territories.

Founded in 1973