Client Experience Manager - Real Estate Operations
hace 9 días
Knoxville
Job Description Southern Home Group is looking for an experienced, highly organized, proactive, and client-focused Client Experience Manager to own the operational side of the client journey from signed representation through closing and Client for Life. This is not a traditional Transaction Coordinator position. We are looking for someone who combines significant real estate transaction knowledge with genuine warmth, exceptional communication, strong ownership, leadership ability, and a forward-thinking approach to technology and AI. Once our agents secure a client relationship, the Client Experience Manager becomes the operational point person. This role oversees buyer and listing management, contract-to-close coordination, vendor management, client communication, closing and gifting experiences, operational support staff, and continued improvement of our systems and workflows. Our ideal candidate does not simply complete assigned tasks. They anticipate what needs to happen next, communicate before someone has to ask, identify potential problems early, take ownership of solutions, and consistently close the loop. AI and automation are a significant part of where Southern Home Group is headed. This person will be expected to use AI as a daily operational tool and help identify new ways technology can improve efficiency, communication, documentation, and the client experience. Compensation, Flexibility & Perks $60,000–$70,000 annual base salary, based on experience and qualifications Team-performance bonus opportunity Potential referral income opportunities for licensed real estate professionals, subject to team and brokerage policies Hybrid flexibility with approximately 80% remote work and 20% in-person responsibilities in the Knoxville area 10 paid government-observed holidays annually after the first 90 days 10 vacation days annually after the first 90 days, accrued throughout the year Access to company-provided technology, systems, training, and professional development resources Southern Home Group does not currently offer employer-sponsored health insurance. This is a hybrid position, not a fully remote role. Candidates must be local and available for team meetings, trainings, networking and client events, planning sessions, occasional office responsibilities, and listing or transaction needs. The exact in-person schedule may vary based on the needs of the team and business. Compensation: $60,000 - $70,000 yearly Responsibilities: • Own the operational client journey for buyers and sellers from signed representation through closing and transition into Client for Life, • Manage buyer and seller transactions from contract to close, including contractual deadlines, documentation, signatures, title, lender, inspections, appraisal, repairs, walkthroughs, and closing coordination, • Manage listings from signed agreement through closing, coordinating staging, photography, measurements, signage, MLS preparation, marketing, vendors, launch timelines, listing updates, and seller communication, • Provide proactive, warm, and professional communication to buyers and sellers, ensuring clients understand upcoming milestones, expectations, deadlines, and next steps, • Own our Close the Loop standard by ensuring appointments, signatures, deadlines, vendor commitments, and other critical items are completed and confirmed rather than simply sent or requested, • Manage the Client for Life experience, including Client Magic Moments, closing gifts, reviews, post-close communication, database updates, and ongoing client touches, • Manage and hold accountable operational support staff, including Virtual Assistants and future transaction support personnel, • Use AI, automation, and technology as daily operational tools to improve client communication, contract preparation support, documentation, organization, workflows, and team efficiency, • Proactively identify transaction risks, missing information, and workflow gaps, resolving issues within the role's authority and escalating matters requiring agent or leadership involvement, • Partner with the Director of Operations to continuously improve systems and processes, identify opportunities for automation, maintain operational standards, and support the team's growth Qualifications:Required Significant residential real estate experience with a strong understanding of contracts and the complete contract-to-close process Experience managing or participating in multiple real estate transactions involving clients, agents, lenders, title companies, vendors, deadlines, and documentation Ability to review a real estate contract and identify operational deadlines, next steps, communication needs, and parties involved Exceptional organization, follow-through, attention to detail, and personal accountability Proactive, ownership-driven work style with the ability to anticipate needs and solve problems without requiring constant direction A heart for hospitality along with warm, confident, and professional communication skills with high emotional intelligence and the ability to work effectively with different clients and personalities Comfortable picking up the phone, having necessary conversations, and building genuine client relationships Demonstrated professional use of AI tools with genuine interest in using AI and automation to improve workflows, communication, documentation, and operational efficiency Strong technology aptitude with the ability to quickly learn and adopt new platforms, systems, and tools Leadership ability with experience or comfort delegating, setting expectations, managing Virtual Assistants or support personnel, providing feedback, and maintaining accountability Growth-minded, coachable, adaptable, and resourceful, with the ability to thrive as processes, systems, and technology continue to evolve Ability to independently manage multiple buyers, sellers, listings, transactions, and competing deadlines Ability to work a hybrid schedule and be regularly available for in-person responsibilities in the Knoxville area Preferred Multiple years of residential real estate industry experience Experience as a successful real estate agent with substantial closed transaction experience Experience as a Transaction Coordinator, Transaction Manager, real estate operations professional, Loan Officer, mortgage professional, or in a comparable transaction-focused role Experience managing or providing accountability to Virtual Assistants or other support personnel Advanced experience using AI, automation, or technology to improve business processes and operational efficiency Experience identifying and implementing process or workflow improvements An active real estate license is preferred but not required About Company Founded in 2019, Southern Home Group continues to set the standard for a full-service experience that clients and community can rely on long after the closing table. According to RealTrends, we are the #1 Small Real Estate Team in Knoxville, and we're small on purpose. Every client gets a polished, modern, white-glove experience, backed by a team that runs on clear systems, smart technology, our standards of success, and a genuine heart for hospitality. If you want to join a high-energy team that does the work at a high level and truly cares about people, you'll fit right in.
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