Director of Client Support - CoStar Real Estate Manager

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Job Description

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CoStar Group – Director of Client Support – CoStar Real Estate Manager

Overview:

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. 

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers.  We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliver for our customers, our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. 

CoStar Real Estate Manager  

CoStar Real Estate Manager is the leading platform for lease accounting, lease administration and the management of portfolios, transactions, projects and construction. Clients use CoStar Real Estate Manager to make smarter decisions and to enable their team to work together more effectively.  

Learn more about CoStar Real Estate Manager. 

The Role:

We are seeking a dynamic Director of Client Support to oversee teams that provide best in class support for our Real Estate Manager SaaS solution.  Responsibilities include the maintaining and optimizing of processes, systems, and metrics across the Client Support organization. This key role involves close collaboration with other leaders to refine and enhance existing processes, systems, tools, strategies and initiatives that scale and drive Client satisfaction and a positive experience using our SaaS offering across the functions of Client Support.

This is an in-office position located in Atlanta, GA.

Responsibilities:

• Oversee the Support organization with a strong focus on exceptional client service.
• Lead and direct the Client Support team, fostering a collaborative, one-team atmosphere.
• Collaborate with Client Support leaders to set and execute plans aligned with strategic business objectives.
• Oversee the Client Support team, with a strong focus on reporting, analysis, and the team's overall performance.
• Ensure the effective management of key metrics to drive operational efficiency and meet organizational goals.
• Analyze and review key operational data, including Client satisfaction results, summarizing accomplishments, opportunities for improvement and recommended next steps.
• Use Client insight and root cause analysis to identify cross-functional improvements.
• Skillfully negotiate and influence cross-functional groups to resolve key issues.
• Drive departmental efficiency through aligning work to key performance indicators (KPIs) analyzing performance metrics to identify trends and perform remedial actions where necessary.
• Identify and develop strategies to increase efficiency and remove barriers for Technical Support Analyst.
• Empower and engage the Client Support Team to continually ensure clients are provided with excellent Support experiences.
• Responsible for the direct supervision of the Client Support Managers and Technical Support Analysis.
• Provide strategic leadership to Client Support Leadership through coaching, feedback, developmental goals and performance management.
• Coach and mentor all Support Operations team members to support career development and performance improvement.
• Define and implement methods, procedures, tools and policies to ensure high-quality service is delivered to Clients.

Experience/Qualifications:

• Bachelor’s degree required from an accredited, not-for-profit University or College.
• 5 to 7+ years of management experience in Client facing teams supporting enterprise software products.  This includes managing and growing managers/leaders.
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for driving a Client Support organization.
• Proven leadership experience in Client service or technical support.
• Flexibility, integrity, and creative problem-solving skills.
• Experience driving Client digital self-service initiatives.
• Extensive experience with relevant tools, such as Salesforce, or similar case management platforms, is essential for managing and optimizing Client Support Operations.
• Exceptional leadership, motivation, and people skills.
• Excellent organizational skills and the ability to work independently.
• Outstanding verbal and written communication skills across all organizational levels.
• Confident and professional interaction at the executive level, both internally and with Clients.
• Team player who builds strong working relationships across all functions.
• Proven ability to drive key initiatives for Client Support teams.
• Build, drive, and sustain a high-performance culture committed to continuous improvement.
• Excellent communication and interpersonal skills with the ability to develop and maintain relationships across various levels within the Client organization

What’s in it for you?   

When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.  

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.  

Our benefits package includes (but is not limited to):  

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug  
• Life, legal, and supplementary insurance  
• Virtual and in person mental health counseling services for individuals and family  
• Commuter and parking benefits  
• 401(K) retirement plan with matching contributions  
• Employee stock purchase plan  
• Paid time off  
• Tuition reimbursement  

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply.  However, please note that CoStar Group is not able to provide visa sponsorship for this position.

 CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing 

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing