Business Advisor (Customer Success), Zillow Rentals - Zillow Group - Remote
(2024-06)
- Guide partner onboarding and transitions by coordinating with Sales Executives, onboarding specialists, and establishing a foundation for adoption and long-term success.
- Coordinate cross-functional resolution of billing, application-access, listing, feed-management, and product-support issues while maintaining ownership of partner communication and escalation context.
- Represent the voice of the customer by surfacing recurring partner feedback and product concerns, contributing actionable context for internal investigation and service improvement.
- Own strategic relationships across a multifamily portfolio, aligning Zillow advertising investments with partner occupancy, revenue, and marketing goals through an ongoing account-management cadence.
- Lead consultative quarterly business reviews that assess advertising performance, market context, listing quality, and partner objectives, translating insights into prioritized actions and clear follow-through.
- Deliver value-based recommendations on listing quality, lead attribution, promotional content, visibility, and package strategy to help property stakeholders improve advertising effectiveness.
- Identify retention and expansion opportunities through needs discovery, cancellation-save conversations, and business reviews that balance partner goals with commercial outcomes.
Business Advisor (Customer Success), Zillow Premier Agent: Regional Partnerships - Zillow Group - Remote
(2022-01 - 2024-05)
- Led post-sale onboarding for Premier Agent partners, creating a structured transition from Sales and establishing expectations, product knowledge, lead-management practices, and an early path to value.
- Coached partners on product workflows, lead response, advertising best practices, and performance habits to support confident adoption and sustained engagement.
- Managed a portfolio of partners serving as a strategic customer-success advisor focused on adoption, customer value, retention, and account growth across the lifecycle.
- Developed tailored success plans and engagement strategies that connected partner business goals to product capabilities, lead-management practices, and practical next steps.
- Conducted structured account reviews with decision-makers, using performance reporting and discovery to translate advertising results into ROI-focused recommendations and improvement opportunities.
- Partnered with Sales, support, operations, and product-adjacent teams to deliver seamless handoffs, resolve service issues, and maintain a consistent customer experience.
- Used targeted communications, feature education, and product-rollout support to reinforce adoption, surface account risk, and uncover opportunities for deeper partnership.
Account Manager - Pacific Office Automation - Seattle, WA
(2019-10 - 2022-01)
- Managed customer relationships across SaaS, cybersecurity, managed IT, unified communications, and managed print services.
- Led post-sale implementation coordination, partnering with customers, support teams, product providers, and financial institutions to deliver solutions and sustain account health.
- Consulted with executive stakeholders on workflow, efficiency, overhead reduction, IT management, and asset-management initiatives; identified and negotiated expansion opportunities.
Team Lead, Server - Din Tai Fung Restaurants - Tukwila, WA
(2017-01 - 2019-09)
Customer Service Agent - Alaska Airlines - SeaTac, WA
(2015-04 - 2016-11)
Departure Coordinator - Menzies Aviation - Minneapolis, MN
(2014-01 - 2014-12)
