The Sales & Success Manager, SmartSale Concierge is a sales and customer success leader who runs a team of Concierge representatives focused on the servicer leads, guiding homeowners in financial hardship through SmartSale, from first contact through listing and sale. Most of these homeowners are referred by their mortgage servicer, and some arrive on their own. The team provides white-glove concierge service and acts as SmartSale's ombudsman back to the servicer on short sale approval and related steps. The Manager is accountable for conversion, with a particular focus on getting homeowners listed, and listed and priced well, as well as service quality and clean handoffs to the Short Sale Coordination team. The ideal candidate has deep customer success experience, strong sales leadership and coaching skills, and real empathy for homeowners in hardship, and is comfortable working with mortgage servicers and loss mitigation processes.
Key Responsibilities
Team Leadership & Performance
Lead, coach, and develop a team of 8–15 Concierge representatives serving homeowners referred through the Servicer Program
Set clear expectations, scorecards, quality standards, and a regular coaching cadence, including call and file reviews and one-on-ones
Balance workloads based on referral volume, urgency, and case complexity
Lead hiring, onboarding, training, and performance management in partnership with HR
Monitor team KPIs, including referral-to-contact rate, speed to first contact, lead-to-list conversion, pricing at listing, price reductions, days on market, listed-to-sold conversion, and homeowner satisfaction.
Homeowner Engagement & Conversion
Ensure representatives deliver timely, empathetic, and clear outreach and guidance to homeowners who may be under significant financial and emotional stress
Drive conversion from referral to engaged homeowner to listing, applying sales leadership discipline to follow-up, persistence, and pipeline management
Qualify and triage homeowners, working with the Retail Market manager to route sellers to the right path
Ensure homeowners understand their options, the process, timelines, and their responsibilities, without providing legal or financial advice
Hold the team to applicable communication and consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM
Listing & Pricing Outcomes
Own the team's success in getting homeowners listed quickly and listed at the right price, and drive down time from referral to live listing
Coach representatives to lead pricing conversations grounded in market data and local agent input, and to set realistic expectations with homeowners without providing financial advice
Work with the agent network and the Short Sale team on pricing strategy and valuation issues that affect servicer approval
Track and act on pricing indicators such as list price versus valuation, price reductions, days on market, and offer activity
Servicer Ombudsman & Relationship Coordination
Serve as the day-to-day point of communication and escalation with servicer partners on referred homeowners, providing status updates and setting expectations
Act as ombudsman back to the servicer on short sale approval progress and related issues, in coordination with the Short Sale Coordination team
Build and share working knowledge of each servicer's requirements, contacts, timelines, and escalation paths across the team
When a homeowner arrives without servicer involvement, lead the effort to engage the servicer and bring it into the process
Share referral performance and outcomes with servicer partners and the VP as applicable
Handoffs & Cross-Functional Partnership
Own a clean, documented handoff from Concierge to listing, and from listing to the Short Sale Coordination team once a contract is executed
Partner with Short Sale Coordination leadership to resolve roadblocks and keep homeowners informed
Work with the agent network to pair homeowners with trained local agents and manage…