Broker Experience Manager
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Job Description
Broker Experience Manager at Iconic, building relationships with business brokers. Driving platform adoption, customer success, and community engagement.
Responsibilities:
- Manage relationships with a portfolio of business brokers
- Run regular check-ins to understand deal pipelines, challenges, and opportunities
- Provide practical coaching on workflows, platform usage, and best practices
- Build trusted relationships and proactively identify risks or growth opportunities
- Collect and synthesize broker feedback through conversations and surveys
- Lead onboarding for new brokers through live walkthroughs and follow-ups
- Train customers on platform features, deal workflows, and operational best practices
- Create scalable enablement content (guides, short videos, FAQs)
- Monitor usage and proactively support brokers to drive adoption and retention
- Design and host virtual events such as workshops, trainings, and community sessions
- Encourage knowledge-sharing and highlight broker wins and success stories
- Communicate product updates, tips, and best practices to customers
- Act as the 'voice of the broker' internally by identifying patterns in feedback
- Partner closely with Product, Growth, and Operations to improve broker outcomes
Requirements:
- 2–5+ years in Customer Success, Relationship Management, Community, or similar roles
- Experience in marketplaces or professional services preferred, and bonus for experience in business brokerages or real estate!
- Comfortable running customer trainings, webinars, or online communities
- Startup or fast-paced environment experience is a plus
Benefits:
- medical benefits
- early-stage equity in the company
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