Customer Account Manager

Landed - Denver, Colorado - Full time

In this role you will

  • Coach and educate customers through Landed’s homebuying programs (Landed down payment program, competitive offer reviews, and more). You will work alongside the homebuyer’s Relationship Manager to help each educator learn about and select the best programs for their specific needs. You’ll learn the ins and outs of Landed products related to homebuying; supporting everything from working with your agent to understanding your mortgage options to making your first offer, explaining the nuances of the Landed option contract and helping the homebuyer have a successful home close! You’ll focus on providing action-oriented, personalized education to empower customers to make decisions that are right for them during their homebuying process.
  • Deliver a consistent, high-quality experience to all current and potential Landed customers. Bring genuine curiosity, positivity, and a resourceful, problem-solving orientation to everybody’s unique situations. Do the hard work to be transparent and explain the rationale behind decisions. Act thoughtfully and efficiently to problem solve the inevitable, complex challenges that come up during the homebuying process. Provide encouragement and support during happy and challenging moments.
  • Manage and engage a pipeline of 100+ homebuyers in your region. You’ll have a portfolio of customers that you’ll guide through multiple stages of their homebuying journey. You’ll onboard up to 20 customers per week, support customers making 20+ offers per week, and manage up to 50+ customers through the closing process at a time. You’ll also be the backbone of their homebuying team helping ensure success, working with key players involved such as their Landed partner agent and loan officer.
  • Develop and improve systems. Innovate and experiment to drive better outcomes for homebuyers throughout the pipeline. Deep dive on challenges facing the whole customer team and tackle projects such as “how can we better engage and add value to buyers who are planning to be ready in 1 year?” Innovate and develop new systems and processes to provide better outcomes. Pilot ideas with customers in your pipeline and share outcomes with the rest of the customer team so we can learn together. When pilots go well, support expanding the idea to the whole team.
  • Collaborate with the Landed team and partners to set our homebuyers up for success. Collaborate with Relationship Managers, partner agents, and lenders to work as a coordinated team delivering a seamless homebuying experience for our customers. Collaborate with Partner Success and Product to provide feedback, propose new ideas, and prototype new/improved relationships with partners and aspects of the customer experience and related products

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Landed

Landed supports k-12, college and university educators on the path to homeownership. We help families navigate all of their options for buying a home, including our own shared equity down payment program.

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