The Sales & Success Manager, SmartSale Concierge is a sales and customer success leader who runs a team of Concierge representatives focused on the servicer leads, guiding homeowners in financial hardship through SmartSale, from first contact through listing and sale. Most of these homeowners are referred by their mortgage servicer, and some arrive on their own. The team provides white-glove concierge service and acts as SmartSale's ombudsman back to the servicer on short sale approval and related steps. The Manager is accountable for conversion, with a particular focus on getting homeowners listed, and listed and priced well, as well as service quality and clean handoffs to the Short Sale Coordination team. The ideal candidate has deep customer success experience, strong sales leadership and coaching skills, and real empathy for homeowners in hardship, and is comfortable working with mortgage servicers and loss mitigation processes.
Key Responsibilities
Team Leadership & Performance
- Lead, coach, and develop a team of 8-15 Concierge representatives serving homeowners referred through the Servicer Program
- Set clear expectations, scorecards, quality standards, and a regular coaching cadence, including call and file reviews and one-on-ones
- Balance workloads based on referral volume, urgency, and case complexity
- Lead hiring, onboarding, training, and performance management in partnership with HR
- Monitor team KPIs, including referral-to-contact rate, speed to first contact, lead-to-list conversion, pricing at listing, price reductions, days on market, listed-to-sold conversion, and homeowner satisfaction.
Homeowner Engagement & Conversion
- Ensure representatives deliver timely, empathetic, and clear outreach and guidance to homeowners who may be under significant financial and emotional stress
- Drive conversion from referral to engaged homeowner to listing, applying sales leadership discipline to follow-up, persistence, and pipeline management
- Qualify and triage homeowners, working with the Retail Market manager to route sellers to the right path
- Ensure homeowners understand their options, the process, timelines, and their responsibilities, without providing legal or financial advice
- Hold the team to applicable communication and consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM
Listing & Pricing Outcomes
- Own the team's success in getting homeowners listed quickly and listed at the right price, and drive down time from referral to live listing
- Coach representatives to lead pricing conversations grounded in market data and local agent input, and to set realistic expectations with homeowners without providing financial advice
- Work with the agent network and the Short Sale team on pricing strategy and valuation issues that affect servicer approval
- Track and act on pricing indicators such as list price versus valuation, price reductions, days on market, and offer activity
Servicer Ombudsman & Relationship Coordination
- Serve as the day-to-day point of communication and escalation with servicer partners on referred homeowners, providing status updates and setting expectations
- Act as ombudsman back to the servicer on short sale approval progress and related issues, in coordination with the Short Sale Coordination team
- Build and share working knowledge of each servicer's requirements, contacts, timelines, and escalation paths across the team
- When a homeowner arrives without servicer involvement, lead the effort to engage the servicer and bring it into the process
- Share referral performance and outcomes with servicer partners and the VP as applicable
Handoffs & Cross-Functional Partnership
- Own a clean, documented handoff from Concierge to listing, and from listing to the Short Sale Coordination team once a contract is executed
- Partner with Short Sale Coordination leadership to resolve roadblocks and keep homeowners informed
- Work with the agent network to pair homeowners with trained local agents and manage agent performance on Servicer Program files
- Partner with Product, Marketing, and Compliance on process, tooling, messaging, and communications
Process Improvement & Reporting
- Maintain accurate CRM records, notes, and status tracking across the team
- Identify and recommend process, script, and tooling improvements based on team data and homeowner and servicer feedback
- Provide regular performance reporting and forecasts to the VP
Knowledge, Skills & Abilities
- Customer success leadership: managing complex, high-touch customer relationships and coaching a team to deliver them consistently
- Sales leadership skills, including pipeline management, forecasting, conversion coaching, and accountability for results
- Ability to coach and lead a team of sales and customer-facing representatives to measurable results
- Strong empathy and professionalism with homeowners experiencing hardship, and ability to coach others to do the same
- Working knowledge of mortgage servicing, loss mitigation, foreclosure prevention, and the short sale process
- Strong communication, negotiation, and escalation skills when working with servicers and other third parties
- Metric-driven approach to managing conversion, speed, and quality
- High attention to detail and strong follow-through across many concurrent files
- Sound judgment on compliance boundaries, including not giving legal or financial advice
- Proficiency with CRM (Salesforce or equivalent), Microsoft Office Suite, and call and communication tools
Qualifications
Required
- 7+ years of experience in customer success, account management, sales, loss mitigation, mortgage servicing, or real estate, in a high-touch, relationship-driven role
- 3+ years of experience leading, supervising, or coaching a team, ideally of 10 or more
- Demonstrated track record of meeting conversion, sales, or service targets
- Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment
- Availability to support standard business hours with flexibility as needed to meet servicer and homeowner deadlines
Preferred
- BA/BS degree or equivalent experience
- Experience with short sales, foreclosure alternatives, or REO
- Existing relationships with mortgage servicers or loss mitigation teams
- Experience in a real estate marketplace, proptech, or sales organization with a high-volume pipeline
- Experience coaching teams through a high-volume, regulated outreach environment
Compensation
Annual base salary, plus an annual incentive tied to team conversion, listing outcomes, and service result.
The good faith base salary [or wage] range for this role at the time of posting and hire is
$97,400 -
$129,850 per year. Actual compensation offered will be determined based on a number of factors, including but not limited to a candidate's qualifications, skills, competencies, experience, and geographic location.
In addition to base salary, this position is eligible for an annual performance bonus.
Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):
- Medical, dental, and vision insurance.
- Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
- Paid Time Off (PTO), including 12 paid holidays.
The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.
The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.
Learn more about our benefits and culture at:
https://www.auction.com/lp/careers/
