Agent Success Project Manager

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15 days old

Founded in 1971, Marcus & Millichap (NYSE: MMI) is the largest firm in North America specializing in commercial real estate (CRE) investment brokerage and financing. Marcus & Millichap features the industry’s largest sales force of approximately 2,000 investment sales and financing professionals in 80 offices throughout the U.S. and Canada. Our unique model emphasizes specialization, collaboration, and information sharing to deliver unparalleled insights and access to investment opportunities.

By closing more transactions annually than any other CRE firm, Marcus & Millichap’s professionals provide clients with an unparalleled perspective on the investment real estate market locally, regionally and nationally, as well as financing options through our extensive network of lender relationships.

Role Description:

Brokerage Transaction Services (BTS) is a new offering from Marcus & Millichap that serves as a one stop-shop for enrolled agents to access and receive cutting edge marketing and transaction support services. As a Brokerage Transaction Services Concierge you will play a key role in enhancing agent loyalty by providing a seamless and supportive BTS experience. By blending project management with “signature” customer service, you will ensure that agents have the support, tools and deliverables they need to get the most out of BTS, thereby driving higher agent engagement and retention within our organization.

As a senior level, individual contributor in this new in-office role, you will interface directly with commercial real estate agents and partners across the firm, playing a vital part in agent onboarding, ongoing relationship management, deliverable tracking, recurring check-ins, and performance reporting. You will serve as “air traffic control” ensuring timely delivery from teams handling social media, print, websites, packages, and other agent-support materials.

Key Responsibilities:

Relationship Management: Serve as the primary point of contact for enrolled agents and department contacts, building strong relationships by addressing their marketing needs with professionalism, maintaining regular touchpoints to ensure ongoing satisfaction.

Agent Onboarding: Manage and lead the BTS onboarding process, coordinating across internal teams to ensure agents are trained and equipped with the necessary resources and tools for success.

Ongoing Support: Provide concierge-level support for agent transaction marketing needs, including troubleshooting, documentation, and capturing deliverable feedback to provide to creative production services.

Recurring Check-ins: Conduct regular check-ins with agents to identify challenges, provide updates on company initiatives, and ensure they remain aligned with company tools and resources.

Problem Resolution: Serve as a liaison for issue resolution, collaborating with cross-functional teams (e.g., legal, marketing, IT) to address any obstacles agents may encounter.

Process Improvement: Continuously refine agent support processes by tracking key performance indicators (KPIs) and identifying areas for service enhancement.

Performance Reporting: Generate and deliver regular performance reports to agents, offering insights into their transactions, client feedback, and opportunities for growth.

Professional Experience and Qualifications:

Experience: 5+ years of experience Customer Success, Account Management, Marketing Relationship Management preferably as a creative agency or within commercial real estate or similar industry.

Customer Service Excellence: Proven ability to provide outstanding customer service to high profile agents, with a focus on building lasting relationships.

Communication Skills: Strong verbal and written communication skills, with the ability to communicate clearly and effectively across multiple channels (email, phone, in-person).

Technical Proficiency: Proficient in CRM tools (e.g., Salesforce). Demonstrated experience in using task management systems such as Asana or Jira in a professional setting. Comfortable with Microsoft Office Suite and other digital platforms.

Problem Solving: Creative and proactive problem solver who can navigate complex situations and provide solutions quickly.

Attention to Detail: Meticulous organizational skills and the ability to manage multiple priorities simultaneously while maintaining a high level of accuracy.

Industry Interest: Must have or will be expected to become knowledgeable about the general Commercial Real Estate industry, including terminology.

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Our mission is to help our clients create and preserve wealth by providing the best real estate investment sales, financing, research, and advisory services available.

Founded in 1971, Marcus & Millichap (NYSE: MMI) is a leading commercial real estate brokerage firm focusing exclusively on investment sales, financing, research, and advisory services, with nearly 1,700 investment sales and financing professionals in 80+ offices throughout the United States and Canada.

Marcus & Millichap closes more transactions than any other real estate investment brokerage firm in the nation. In 2023, the firm closed 8,297 transactions with a sales volume of approximately $48 billion.

The firm has perfected a powerful property marketing system that integrates broker specialization by property type and market area; the industry's most comprehensive investment research; a long-standing culture of information sharing; relationships with the largest pool of qualified investors; and state-of-the-art technology that matches buyers and sellers.

Marcus & Millichap provides equal employment opportunities to all employees and applicants for employment without discrimination with regard to race, religious belief (including dress or grooming practices), color, sex, sex stereotype, pregnancy, childbirth or related medical conditions (including breast feeding), age, national origin, ancestry, sexual orientation, gender identification and expression, transgender status, physical or mental disability, medical condition, genetic characteristics, genetic information, family care, marital status, enrollment in any public assistance program, status as military, a veteran or qualified disabled veteran, status as an unpaid intern or volunteer, or any other classification protected by law. We also prohibit discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. In addition to federal law requirements, Marcus & Millichap complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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