Customer Experience Manager

The Customer Experience Manager serves as the primary point of contact for our partners, overseeing relationships from onboarding through long-term growth. This role focuses on building and maintaining strong partnerships, addressing inquiries and escalations, and driving engagement through proactive communication and strategic education. The Account Manager develops and executes partner nurture strategies to strengthen collaboration, support onboarding, and convert prospects into loyal, high-performing partners.

Key Responsibilities:

• Serve as the primary contact for our partners, responding to inbound calls and emails with timely, accurate, and professional communication.

• Manage partner escalations with a solution-oriented approach, investigating root causes, coordinating with internal teams, and ensuring prompt, satisfactory resolution.

• Design, implement, and manage customized partner engagement strategies to strengthen relationships and improve performance.

• Identify and engage prospective referral partners, communicating program value, answering questions, and closing new partnership opportunities.

• Provide ongoing education and resources to active partners to enhance their understanding of programs and maximize results.

• Facilitate seamless onboarding for new partners, ensuring familiarity with program resources, tools, and best practices.

• Maintain consistent communication with key partner stakeholders through calls, emails, and scheduled check-ins to ensure satisfaction and identify growth opportunities.

• Occasionally travel to partner offices or industry events as needed, depending on assigned accounts.

Required Qualifications:

• Two or more years of experience in account management, client relations, or customer success, preferably in home services or real estate.

• Strong verbal and written communication skills, with the ability to build rapport and influence partners.

• Proven track record in relationship-driven roles, managing multiple accounts or partners successfully.

• Creative, proactive problem-solver with a focus on continuous improvement.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong understanding of real estate processes, terminology, and industry dynamics.

• Proficiency in Salesforce, Google Workspace, and email management tools.

Preferred Qualifications:

• Bachelor’s degree.

• Prior experience in referral or partner program management.

• Experience in a CRM-driven environment with service metrics and SLAs.

• Background in home services, property management, or real estate-related industries.

Compensation and Benefits:

• Competitive salary

• Health, dental, and vision coverage - 70% employer funded

• Paid time off and holidays - up to 21 days in your first year

• 401(k) plan with 100% employer match

• Opportunities for professional development and career growth

Move Concierge Core Values:

• Be Humble

• Transparent Communication

• Embrace and Drive Change

• Build a Positive Culture

• Mind-Blowing Experience

• Own It

Belonging at Move Concierge

Move Concierge is very proud to be a very diverse company and we continue to push new initiatives forward that promote inclusivity. People seeking employment at Move Concierge are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status or sexual orientation. Our people are our culture and our culture is our people. We don’t take creating and maintaining a great culture lightly, it is the base for all we do at Move Concierge.

The information listed above is not a comprehensive list of all duties/responsibilities performed. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.