Partner Experience Manager – Remote Partner Experience Manager – Remote

ABOUT VIRTUANCE

Virtuance is the nation’s leading provider of photography and visual marketing services to the real estate industry. We are the creators of HDReal®, our proprietary artificially intelligent imaging system, which has changed how real estate agents, property owners, and managers market their properties, allowing for quality, consistency, and value at scale. We support our clients with a world-class user experience, both online and in person. With a national footprint, limitless scalability, and award-winning company culture, Virtuance is uniquely positioned to continue its fast growth trajectory in the years to come as we work towards our mission of becoming the world’s premier real estate visual marketing provider.

Since our founding in 2010, we’ve quickly expanded into 37 markets nationwide while maintaining a 97% customer satisfaction rating and industry-leading Net Promoter Scores. Our service is second to none, and we work hard to always learn and improve as we continue to grow. As we like to say, we’re just getting started.

• We strongly encourage people from underrepresented groups to apply.*

Department: Support and Network Operations

Salary Range: $55,000-$65,000

Reports to: Director of Support and Network Operations

JOB OVERVIEW

Responsibilities: The Partner Experience Manager (PEM) is responsible for managing the 200+ contractor Photographer Partners nationwide that partner with Virtuance. The PEM ensures that all Photographer partners who have completed more than 50 photo shoots produce professional images that meet our expectations and provide an excellent customer service experience for agents and homeowners onsite.

DAY TO DAY RESPONSIBILITIES

• Provide guidance, leadership, mentorship, and performance feedback to our photographer partners
• Plan and evaluate Photography Experience related activities, goals, and tasks.
• Communicate with Photographer Partners through different lines of communication including but not limited to text, email and phone
• Responsible for partner facing communications and events
• Track, report and take action on metrics associated with partner performance, attrition, violations, NPS and survey feedback.
• Work with larger enterprise partnerships & the sales organization to help manage testing, time on site, and ensure that the photography department is set up for success
• Manage partner pay & any nuanced variances
• Ensure Photographer Partners are consistently following the procedures for successful shoots and can handle themselves professionally and client-centric way onsite
• Work with the Photography Innovation Manager to identify areas for improvement within the certification courses based on client feedback and post-shoot surveys
• Conduct quarterly and yearly Photographer Partner surveys to ensure that the business relationship makes sense for both parties.
• Determine when we should terminate Photographer Partner contracts based on feedback and performance
• Manage the Photographer Partner feedback management platform
• Ensure there are effective plans in place for Photographer Partner retention including ensuring that the culture with our contract Photographer Partners is alive and strong nationwide.
• Provide Operations Team Support
• Ensure SOPs and documentation is created and always up to date for all related tasks
• Perform other duties as assigned

SKILLS

• Superior customer service, written and verbal communication skills
• Excel at conflict resolution
• Be able to listen effectively to find the root cause of issues, and communicate clearly, in an empathetic manner to solve the issue and ensure the client/Photographer Partner feels heard and supported
• Passion for providing better than excellent customer support for our Photographer Partners in the field, clients, and internal staff
• Excellent ability to prioritize tasks by urgency, importance, and delegation
• Demonstrate the ability to act with urgency when the situation warrants it to resolve issues
• Leadership Skills and Problem-Solving Skills
• Ability to act as an advocate for the team
• Ability to uphold all of Virtuance’s Core Values regularly
• Proactively offer solutions to improve efficiencies and operational excellence for the Photographer Partners and Photography Support Team
• Ability to be resourceful in solving problems
• Creative Thinking Skills

Photography Specific Experience:

• Competency to interpret technical evaluations of images and provide feedback and image critiques to Photographer Partners when improvements are needed.

Other Key Attributes to be successful in this role include

• Ability to take initiative
• Works with a sense of urgency
• Genuinely thrives on making a personal connection with Photographer Partners
• Flexibility
• Detail-oriented
• Creative and big picture problem solver
• Thinks on their feet
• Ability and desire to learn new skills, tasks, technology, and programs quickly
• Fast typing skills
• Technology-oriented

REQUIREMENTS

1. Minimum of 2 years experience in a managerial role of sales, administration, customer support, and/or partner support
2. Minimum of 2 years of hands on client experience work
3. Ability to globalize information to create new or modified team workflows without instruction
4. Offer proactive solutions to improve efficiencies and operational excellence for Virtuance
5. Desire and ability to learn new skills/tasks
6. Ability to be proactive and resourceful in solving problems and able to make this a team-wide mindset
7. Transparent communication up, down, & across the organization
8. Strong attention to detail and error free performance on regular tasks
9. Lead by example for the team
10. Ability to act with urgency when the situation warrants it to resolve issues
11. Proactive decision-making even in situations where there is limited data
12. Proficient in project planning and excellent organization skills
13. Ability to take initiative and act as a leader for the teams
14. Flexibility
15. Effective Presentation skills
16. Effective stress management skills

WHAT WE OFFER YOU

Compensation: A competitive base salary with limitless growth potential. $55,000-$65,000

Benefits: Our team members are the foundation of our company. As such, our generous benefits package includes:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Company Paid Mental Health Support (via Teladoc)
• 401k Contribution Matching [n/a for Seasonal or/and PT job postings]
• $300 Home Office Stipend [n/a for Seasonal or/and PT job postings]
• Paid Parental Leave [n/a for Seasonal or/and PT job postings]
• Long-Term Disability Insurance [n/a for Seasonal or/and PT job postings]
• Unlimited Paid Time-Off (for Exempt Roles)
• Generous Paid Time-Off (for Non-Exempt Roles)
• Internal Growth Opportunity
• Professional Development Stipends
• Training to set you up for success
• Supportive team environment
• Additional incentives for meeting/exceeding goals

MORE ABOUT VIRTUANCE

• Founded in 2010, we have had uninterrupted double and triple percentage annual revenue growth, a proven track record of success, and have been profitable every year since our founding.
• We currently service more than 45,000 individual real estate professionals and dozens of enterprise-level clients.
• Currently among the leading providers of Real Estate marketing services in dozens of markets around the country.
• Team environment with an emphasis on a work-hard, play-hard & no excuses attitude.
• Entrepreneurial, ‘lean startup’ mentality with limitless potential for growth and earning potential.
• Remote-first work culture supports lifestyle over location and allows employees to work anywhere.
• Team of 75+ Employees in addition to more than 300 HDReal® Photography Partners in the field across 20+ states.

AWARD-WINNING CULTURE AND TEAM

• Denver Business Journal recognized Virtuance as the 4th Best Company to Work for in Denver for multiple years.
• INC 5000 recognized Virtuance as one of the fastest-growing companies in the USA
• Houzz recognized Virtuance for industry-leading service on a national level.

HOW TO APPLY

Fill out the form and submit your resume and cover letter to the Director of Support and Network Operations [email protected]

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