The Member Success Manager will play a pivotal role in shaping the OTN experience. This individual will be responsible for managing broker relationships, improving retention, and driving engagement and success. The Manager will report directly to the President of OTN and will work closely with the executive team to ensure alignment on strategic goals, as well as to lead competitive research and growth initiatives for OTN’s platform.
Key Responsibilities:
Member Retention & Relationship Management:
- Foster strong, lasting relationships with OTN members to ensure satisfaction, loyalty, and long-term success, offering personalized support and addressing their evolving needs.
- Actively engage and collaborate with brokers in feeder markets to expand reach, identify opportunities, and encourage cross-market cooperation to create additional value for the OTN community.
- Conduct frequent touchpoints to gather feedback, resolve issues, and identify new opportunities for improvement and growth.
- Ensure accurate, up-to-date information within the CRM platform, leveraging insights to optimize member engagement and outreach strategies.
- Elevate broker content and messaging through targeted social media campaigns, multimedia content, and direct email communications, boosting visibility and engagement.
- Build a sense of community within the OTN network by encouraging participation in events, fostering collaboration, and facilitating open lines of communication across all brokers.
Reporting & Data Analysis:
- Analyze broker and client data, track key performance metrics, and produce regular reports to gauge member satisfaction, engagement, and retention.
- Use insights to inform both day-to-day actions and long-term strategies aimed at improving broker experiences and enhancing OTN’s value proposition.
Onboarding & Training:
- Provide a smooth and efficient onboarding process for new brokers, ensuring they understand and fully leverage the resources available through OTN.
- Guide members in utilizing all OTN tools and services to their full potential, with a focus on helping them achieve success within the network.
- Use the Customer Relationship Management (CRM) platform to track onboarding progress, ensure timely follow-ups, and provide brokers with personalized support.
Benefits:
- Health Benefits: Comprehensive (Medical, Dental, Vision) coverage to support your well-being.
- 401(k) with Employer Match: Helping you plan for your future with a robust retirement savings plan.
- Generous Paid Time Off (PTO): Take time to recharge with a flexible and generous vacation policy.
- Flexible Work Arrangements: Options for remote work or flexible hours to support work-life balance.
- Professional Development: Opportunities for continuous learning, including access to training, workshops, and industry conferences.
- Team Building & Social Events: Regular team events, outings, and activities to foster a collaborative and supportive culture.
Qualifications:
- Bachelor’s degree in Business, Marketing, or a related field (or equivalent practical experience).
- Proven experience in customer success, account management, or a related role with a focus on member retention, relationship management, and business development.
- Exceptional communication and interpersonal skills with the ability to build and maintain relationships with high-value brokers.
- Proficiency in AI tools and platforms for enhancing decision-making, automation, and member engagement, alongside Microsoft Office Suite and Google Workspace (Docs, Sheets, Slides) for daily operations.
- Strong analytical skills with the ability to leverage broker data for insights, decision-making, and growth strategies, including proficiency in CRM platforms (e.g., Cloze, Salesforce, HubSpot) for managing interactions and reporting.
- Personable with a proven ability to engage members/customers and build long-lasting relationships.
- Track record of exceeding performance targets in customer/member success, with an emphasis on retention and account growth.
- Self-motivated, goal-oriented, and results-driven, with a demonstrated ability to work independently and as part of a team.
- Licensed Real Estate Salesperson preferred but not required.
