Role Description The Client Experience Specialist is a service-minded professional who manages all non-licensed aspects of the real estate transaction, from contract to close, to create a seamless experience for the agent, consumer, and all deal parties. You are part of a collaborative team that is enhancing the way that Coldwell Banker is doing business by eliminating the friction and simplifying the transaction process. The key to success in this role is the ability to multitask, solve problems, and communicate effectively with agents, clients, third parties, and internal operations. As a trusted professional, you provide our agents, homebuyers, and sellers the confidence that their transaction is in reliable and skillful hands. This position is 100% remote and will support various markets, primarily in Florida and the Carolinas. The ideal candidate will be able to work in eastern time. Responsibilities: - Perform non-licensed administrative tasks for real estate agents. - Identify and manage the contractual dates and deadlines and ensure the transaction is closed in a timely, efficient, and accurate manner. - Collaborate closely with agent services department, agents, or other third parties to ensure all proper documentation has been received for compliance in the transaction file in the appropriate systems. - Organize all transaction details in applicable systems while providing continuous updates to the agent, client, and third parties. - Serve as all deal stakeholders’ point-of-contact for agents and their clients through closing, which includes obtaining documentation or information needed for clear to close. - Own and execute full end-to-end transaction processing by entering transaction-related expenses, verifying accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to ensure timely and accurate agent payouts. - Regularly update and manage communication with all parties involved in the transaction. - Prioritize service to the agent and all parties with a positive and engaging attitude to create a seamless experience. Qualifications - Minimum of 2 years Real Estate/mortgage/title administration/transaction coordination experience required. Requirements - Self-motivated - able to work independently with a sense of urgency in a fast-paced, high volume paperless environment. - People first approach - keeping the agent and consumer at the center of the transaction by anticipating their needs to provide exceptional customer service throughout the transaction process. - Technical - ability to learn and navigate multiple software systems with an elevated level of competency while demonstrating comfort with transaction management and financial tools. - Analytical Thinking & Transaction Accuracy - able to apply strong critical thinking and problem-solving skills to ensure precise management of financial details such as expenses, invoices, and commission calculations while analyzing data to identify discrepancies, resolve issues promptly, and maintain compliance and data integrity. - Process Management - able to effectively manage end-to-end workflows, prioritize tasks, and ensure timely completion of transaction processing. - Partnership/Collaboration - the individual remains open to others' ideas and exhibits willingness to try new things. - Oral/Written Communication - the individual speaks clearly and persuasively in any situation to clearly advise and resolve any issues. - Quality Assurance - the individual demonstrates accuracy and thoroughness and monitors their own work to ensure quality. - Adaptability - the individual adapts to changes in the work environment, prioritizes and manages competing demands, and can deal with frequent changes, delays, or unexpected events while remaining resilient. - Building Collaborative Relationships - the individual develops, maintains, and strengthens partnerships with agents and colleagues while providing information & support. Benefits - Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D - 401(k) savings plan with company match - Paid Time Off to Include Holidays, Vacation Time, and Sick Time - Paid Family & Paternity Leave - Life Insurance - Business Travel Accident Insurance - All employees receive access to LinkedIn Learning - Employee Referral Program - Adoption Assistance Program - Employee Assistance Program - Health and Wellness Program and Incentives - Employee Discounts - Employee Resource Groups

• Own your portfolio of accounts. You'll manage a portfolio of customers, mostly Shopify brands running influencer marketing programs. • Help customers align on goals, build a plan together, and learn what works through regular check-ins. • Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking. • Onboard new customers, run strong Sales → CS handover, and help them set up Modash. • Be the main bridge between customers and Product, bring customer problems to Product clearly, and help shape what we build next. • Work with Support to escalate and resolve technical issues and build customer-facing resources with Marketing.

• Become the go-to point of contact and advisor for your clients. • Advise clients on their people development strategy to meet business objectives • Onboard new customers by facilitating demos and training around the product. • Actively monitor customer engagement. Regularly review data and analysis with clients to identify strategies to optimize engagement and meet their business goals. • Create and lead quarterly and annual business strategy reviews with each client. • Unlock upsell opportunities to optimize impact for the client. • Collaborate and share customer insights cross-functionally with Marketing, Product and Sales to drive growth.

• Lead the strategy and execution of CRM and marketing technology to drive advertiser acquisition, engagement, retention, and revenue growth • Design and scale lifecycle marketing programs that improve through experimentation, automation, and continuous learning • Build and optimize audience segmentation, lead management, and campaign orchestration across channels • Own the CRM and Martech roadmap, ensuring tools and systems are integrated, scalable, and aligned with business goals • Partner with Product, Engineering, Data, and Sales to translate business needs into effective, data-driven marketing solutions • Drive adoption of AI and automation to improve personalization, efficiency, and speed of insight across marketing programs • Oversee measurement frameworks, attribution models, and reporting to enable clear, actionable decision-making • Lead and develop a high-performing team, creating clarity around priorities, ownership, and ways of working