Director of Client Operations

| Austin
Here at Opcity, we help real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Opcity makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them, and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through our proprietary matching algorithm and SMS live-transfer and mobile application distribution platform, Opcity is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Opcity’s matching model is based on sixteen (16) years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Opcity’s network of providers, technology platform and toolkit allow Opcity to be the primary concierge for the consumer during the home buying/selling experience. This is an excellent opportunity to assist in the growth of a ground-breaking and innovative start-up!
The Director of Client Operations (DCO) will support the growth of the Opcity client community. The DCO will work with Sales, Product, Engineering, and Marketing to help determine inventory pricing and availability based on forecasts of customer demand. The DCO will create, drive, and implement a full lifecycle client support program. The DCO will also strategize to sell and support clients in an enterprise environment. Additionally, the DCO will prepare reports summarizing operational results, financial performance, or accomplishments of specific objectives, goals, or plans. Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives. Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support. Research and identify potential customers for products or services. Keep informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments. The DCO will report to the Head of Sales and Operations


What You Bring

  • 5+ years’ experience in Client Support Leadership or Operations, preferably in a technology or hyper-growth environment
  • Has worked with a digital or Real Estate company and understands how to build and grow a successful business
  • Experience with Sales and Client Support in the Enterprise Environment.
  • Cross-functional experience across various sales departments, account management, implementation, and support to affect quality product retention and market capitalization.

Responsibilities

  • Performance – continually analyze Sales and Service plans to optimize future results and effectively scale the organization.
  • Leverage current relationships to drive revenue through retaining, upselling, and cross-selling existing clients.
  • Coordinates the involvement of company personnel, including support, sales, and management resources, in order to meet performance objectives and client expectations.
  • Establish effective client management process to deliver world-class service to Opcity clients.
  • Manages potential channel conflict with other sales channels by fostering excellent communication internally and externally, and through strict adherence to channel rules of engagement.
  • Establish productive, professional relationships key client accounts.
  • Proactively assesses, clarifies, and validates client needs on an ongoing basis.
  • Work with product marketing teams to develop sales and support enablement tools and scalable training programs that can help train company sales team & partners.
  • Drives adoption of company programs among assigned partners.

Skills and Experience

  • Able to make quick decisions based on a mixture of analysis, wisdom, experience, and judgment.
  • Strong financial acumen combined with operations savvy.
  • Extremely strong in both written and verbal communications; able to deliver organized, logical presentations.
  • Able to interact effectively with all levels of an organization.
  • Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • Yield management & Ad operations experience with processes and systems that support selling, managing, and delivering a complex advertising product.
  • Client Service and Relations – experience in designing, building, and maintaining a complete client management infrastructure and process. Including onboarding, expectation setting, communication touch plan, reporting and performance analysis, retention and cross-selling.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Proven stakeholder management skills — Effectively able to communicate with multiple stakeholders across departments to create, drive, and implement strategy and process
  • Communication – strong written and verbal communication skills needed to communicate with clients
  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment. Diversity is important to us, therefore, Opcity is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Opcity will provide reasonable accommodations for otherwise qualified disabled individuals.

Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases

Location

Opcity, 6800 Burleson Road , Austin, TX 78744
Opcity, 6800 Burleson Road , Austin, TX 78744

Insider's spotlight

Perks of working here

401(K)
Casual Dress
Company Equity
Company Outings
Conferences & Training
Daily Meals Provided
Dental Benefits
Fitness Subsidy
Game Room
Generous PTO
Happy Hours
Health Benefits
Onsite Gym
Parking
Some Meals Provided
Stocked Kitchen
Unlimited Vacation
Vision Benefits
More Jobs at Opcity24 open jobs
All
Finance
Data + Analytics
Developer + Engineer
HR
Marketing
Operations
Sales
HR
new
Opcity
Sales
new
Opcity
Developer
new
Opcity
Operations
new
Opcity
Operations
new
Opcity
Developer
new
Opcity
Operations
new
Opcity
Data + Analytics
new
Opcity
Marketing
new
Opcity
Finance
new
Opcity
Operations
new
Opcity
Operations
new
Opcity
Operations
new
Opcity
Developer
new
Opcity