Director, Customer Success

Job Summary:

This role will be instrumental in being the main point of contact, relationship manager, and liaison between the franchisee and Company guiding Broker/Owners through the “RE/MAX Experience.” The position will focus on identifying customer needs, creating plans to address needs, and leveraging key internal resources, as needed, to achieve desired results. Additionally, this role will participate in serving as an escalation point for various levels of the team.

 Essential Functions:

• Schedules regular client portfolio business review meetings, in conjunction with the Technology Engagement Team if necessary to ensure growth plans are being met.
• Successfully reviews and leverages Customer relationship management (CRM) feedback loops and collaborates with all applicable teams to ensure customer needs are met and quality service is being delivered.
• Has deep understanding and effectively utilizes financial, organizational, and operational consulting practices.
• Mentors and manages a team providing training and promoting growth.
• Creates and nurtures relationships with Customers and other strategic partners using industry knowledge, communication, and relationship development skills to advance business opportunities.
• Other Duties as assigned.

 Minimum Qualifications:

• Education: Bachelor's Degree or Equivalent experience
• Years of Experience: 5-7 Years
• Years of Management: 5-7 Years of Management

 Preferred Licensing, Certifications and Skills:

• Franchise Development, Business Operations Management or Business Consulting experience (franchise and/or real estate background required).
• Knowledgeable in current and future real estate industry practices, trends, technologies and information affecting the business and the Company.
• Ability to travel, as needed, to strengthen long-term relationships with clients.

 Standard Knowledge, Skills, and Abilities:

• Technical/Functional Expertise: Has knowledge of the job, function, department and its impact on customers, continues to learn and grow, stays current on changes in process, policy and function, and fulfills responsibilities of the job
• Customer & Relationship Focus: Anticipates and delivers on customer needs, manages internal/external relationships, respectful of team, resolves problems, responds with tact and diplomacy, shares pride of the brand to customers, preserves the culture
• Decision Quality: Makes sound decisions quickly, gathers information, considers long-term repercussions of decisions, is accountable for decisions
• Drives for Results and Quality: Takes ownership of job assignments and productivity, takes initiative, focuses on the quality and quantity of results, sets priorities and meets deadlines and keeps management apprised of progress

Hire Range/Rate:

$90,000 - $107,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location.  The offer rate represents one component of the RE/MAX Holdings total compensation package.  Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental 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
• Women at RE/MAX

RE/MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly makes a difference. Nobody in the world sells more real estate than RE/MAX!*

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado.  Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. 

*As measured by transactions sides

Application Deadline: January 12, 2025

Salary : $90,000 - $107,000