Luxury Presence is a VC-funded Stanford StartX-accelerated startup, building a premium platform to provide real estate agents with stunning websites, world-class marketing tools and services, and access to an exclusive network.
We’re expanding our Client Success (CS) department with a CS Operations role reporting to the
Sr. Director of CS Ops. It’s a critical role to streamline and optimize our CS processes to reduce manual steps and improve productivity. You will be a key member of the CS Leadership team.
You will have dotted line reporting into our Chief Operating Officer and his Operations team that is driving company-wide projects, setting standards for our company data-model across systems and our PresenceTM Platform, and collaborating with Data Science to build our Data Warehouse of company dashboards and reporting.
We’re looking for a teammate who loves rolling up their sleeves and taking pride in finding solutions to scale our department. We’re looking for someone who operates with a high sense of urgency to put our employees first. Does this sound like you?
You will be responsible for collaborating with CS Leaders of our post-sales customer-facing teams. You will lead our Productivity Themes of our CS Strategic Framework:
- Working with Data Science to pushing data into CS workflows (transition CSM’s from “Scavenger Hunt” to “Cockpit” view)
- Optimizing CS processes
- Looking for ways operations can drive tech-touch and self-serve (supplementing our PresenceTM Platform in-app tech-touch and self-serve)
- Providing real-time Salesforce dashboards that support each CS role’s performance metrics and up-to-date capacity planning
You have:
- 3+ years Ops experience supporting CS functions
- 4 plus years in a cross-functional leadership position
- Strong interpersonal relationship building
- Excellent organizational management skills.
- Experience with Salesforce CRM
Sales Cloud (for CSM upselling)
Service Cloud (for Support case management)
Salesforce Projects/Tasks for Onboarding (leveraging a tool like Taskray or GuideCX)
CSM tool like Planhat, ChurnZero
Experience with additional tools that should be integrated with Salesforce:
- DialPad
- JIRA
You command:
- Calm energy in stressful situations, you realize people can be emotional and you don’t take it personally because at the end of the day, you care about finding a solution
- Closing out unfinished business, you can recognize when the best solution is the quickest solution, saving you, our employees and our clients valuable time
- Start-up hustle & teamwork
CS Ops Productivity:
# CS Ops Projects completed (for larger scale projects)
# CS Ops cases completed (for ongoing maintenance or quick enhancements)
- CS Process Maturity
- CS Metrics Maturity
- CS Role Productivity (Launches/IM, # Accounts/CSM, Resolved Cases/Support Rep)
Quality: CS Ops CSAT
Who we are: Luxury Presence is the real estate industry’s most powerful marketing platform, providing award winning websites and cutting edge tech to the world’s top agents.
Founded in 2016 by Stanford Business School alumni Malte Kramer, Luxury Presence currently serves over 8,000 clients in the U.S. and Canada with its SaaS model — including over 20 of the top 100 WSJ real estate agents and teams. In addition, Luxury Presence is the official website partner to some of the industry’s most powerful brokerages.
The Los Angeles-based SaaS company raised $25.9 million for its Series B round. Bessemer Venture Partners led the round alongside fellow existing investors Toba Capital and Switch Ventures. Former Dallas Mavericks basketball player Dirk Nowitzki also participated in the round, along with other angel investors.
Its solutions include stunning website design, an engaging home search tool, an agent-to-agent listing referral network, powerful content & SEO strategies, expert-lead social media management, and digital advertising for lead generation. In 2020, Luxury Presence was recognized as a Best Place to Work by BuiltinLA and by Inc. as the 322nd fastest growing private company in America and then again in 2021 — LP ranked 598th.