Broker Experience Manager

Expa

Job Overview

Location

Oregon, USA

Job Type

Full-time

Full Job Description

📋 Description

• Iconic is revolutionizing the business brokerage industry by building a cutting-edge platform designed to empower business brokers. We are seeking a dynamic and relationship-driven Broker Experience Manager to become an integral part of our mission. This role is far more than traditional account management; it's about forging deep, trusted partnerships with our broker community, acting as a vital link between our users and our product development. You will be a coach, a community architect, and a passionate advocate for our brokers, ensuring their success on our platform while simultaneously shaping the future of our product and company through invaluable, direct feedback.
• As a Broker Experience Manager, you will own the broker relationship from initial engagement through to ongoing success and advocacy. Your primary objective will be to ensure our brokers not only adopt and master our platform but also leverage it to scale their practices and achieve greater success. This involves a multifaceted approach encompassing proactive relationship management, comprehensive onboarding and training, vibrant community building, and crucial internal collaboration.
• BROKER SUCCESS & RELATIONSHIP MANAGEMENT:
• Cultivate and nurture a dedicated portfolio of business brokers, understanding their unique business models, aspirations, and challenges.
• Conduct regular, proactive check-ins to gain deep insights into their deal pipelines, identify emerging challenges, and uncover strategic growth opportunities.
• Provide practical, hands-on coaching, guiding brokers on optimizing their workflows, maximizing platform utility, and implementing industry best practices for enhanced efficiency and deal closure rates.
• Establish yourself as a trusted advisor, building strong rapport and anticipating potential risks or opportunities for growth within their practices.
• Systematically collect, analyze, and synthesize broker feedback through in-depth conversations, surveys, and direct observation, translating insights into actionable improvements.
• ONBOARDING & PRODUCT ADOPTION:
• Spearhead the onboarding process for new brokers, ensuring a seamless and effective transition onto the Iconic platform through engaging live walkthroughs and diligent follow-ups.
• Deliver comprehensive training sessions to customers, focusing on platform features, intricate deal workflows, and essential operational best practices that drive success.
• Develop and maintain a library of scalable enablement content, including detailed guides, concise video tutorials, and comprehensive FAQs, to support ongoing learning and self-service.
• Diligently monitor broker usage patterns, proactively identifying areas where support is needed to drive deeper adoption, enhance engagement, and ensure long-term retention.
• COMMUNITY & ENGAGEMENT:
• Design, organize, and host a variety of engaging virtual events, such as interactive workshops, in-depth training sessions, and dynamic community forums, to foster a sense of belonging and shared learning.
• Actively foster engagement across multiple communication channels, including Slack, webinars, and potentially occasional in-person events, creating a vibrant and connected broker ecosystem.
• Champion knowledge-sharing initiatives, actively encouraging brokers to share insights and celebrate their successes and key wins within the community.
• CONTENT & INTERNAL COLLABORATION:
• Effectively communicate crucial product updates, valuable tips, and best practices to the broker community, ensuring they are always informed and empowered.
• Serve as the primary "voice of the broker" within Iconic, meticulously identifying and articulating recurring themes and patterns in broker feedback to inform product strategy and development.
• Collaborate closely with Product, Growth, and Operations teams to champion broker needs, share insights, and collectively drive improvements that enhance broker outcomes and platform value.
• This role is ideal for an individual who thrives on building relationships, possesses a keen operational mindset, and is passionate about empowering professionals in the business brokerage space. You will have a direct impact on the success of our users and the evolution of our platform, making this a truly rewarding and influential position.

🎯 Requirements

• 2–5+ years of experience in Customer Success, Relationship Management, Community Management, or a closely related field.
• Proven ability to manage a portfolio of clients, conduct regular check-ins, and provide practical coaching on platform usage and best practices.
• Excellent communication and presentation skills, with experience leading trainings, webinars, and fostering online communities.
• Tech-savvy with a demonstrated ability to quickly learn and master new software and workflows.
• A customer-first mindset, coupled with the ability to provide constructive and honest guidance.

🏖️ Benefits

• Annual salary range of $70,000.
• Comprehensive medical benefits package.
• Opportunity to receive early-stage equity in the company.
• Fully remote work environment within the US.
• Significant influence on product direction and company strategy.

Skills & Technologies

Remote

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Expa

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About Expa

Expa is a company builder that partners with entrepreneurs to create and launch new companies. They provide resources, expertise, and funding to help founders bring their ideas to life. Expa focuses on identifying promising market opportunities and assembling talented teams to execute on those visions. Their approach involves deep market research, strategic planning, and hands-on operational support throughout the company-building process. Expa aims to foster innovation and build impactful businesses across various sectors, acting as a co-founder and strategic partner to entrepreneurs. They are dedicated to the long-term success of the ventures they help establish, offering a comprehensive suite of services to navigate the challenges of startup creation.

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