Head of Resales - Pacaso

Position Summary

The Head of Resales is a critical leadership role responsible for managing and optimizing the resale process for High-Net-Worth (HNW) clients. This role will drive the department's reset, building a cohesive, efficient, and client-focused strategy that not only aligns with organizational goals but also evolves the resale business model. A key component will be fostering collaboration with Product and Marketing teams to innovate the product experience and enhance the overall strategy.

The leader will navigate the complexity of multi-share ownership, pricing strategies, and owner coordination, ensuring a vibrant and sustainable resale marketplace. This role requires a sharp, business-oriented, and customer-focused leader with deep expertise in managing complex transactions. A data-driven approach to driving accountability, fostering cross-functional collaboration, and delivering exceptional client experiences is essential.

Client Experience Leadership:

Build a best-in-class customer success strategy centered on trust, transparency, and tailored service for HNW clients. Lead efforts to ensure a seamless resale journey while strategically collaborating with Product and Marketing teams to evolve the resale business model and enhance the product experience.

Proactive Communication
Design and implement a structured communication plan that includes:

• A personalized resale information packet to set clear expectations.
• Regular updates on progress, milestones, and market insights.
• Transparent next steps to keep clients informed and engaged throughout the process.

Expectation Setting
Establish and manage realistic timelines and deliverables that align with luxury market standards. Use client data and team expertise to create confidence and alignment, ensuring expectations are met with precision and consistency.

Feedback Integration
Develop a multi-threaded feedback loop that incorporates:

• Insights from BI tools like SFDC and Tableau to identify trends and refine strategies.
• Product interactions to highlight opportunities for enhancement.
• Customer feedback to align resale processes with client needs.
• Sales team input to track market sentiment and improve client engagement.

Collaborate closely with Product and Marketing to use these insights to continuously refine resale strategies, improve the product experience, and position the resale business model for long-term growth and success.

 Customer-Focused Team Leadership

Team Development
Lead and mentor a high-performing team of customer success professionals, fostering alignment with company values and customer-centric best practices. Prioritize skill development, growth opportunities, and creating a culture of excellence tailored to serving HNW clients.

Performance Management
Leverage deep expertise in Salesforce (SFDC) and KPI reporting to build advanced dashboards and performance metrics. Provide real-time visibility into team operations, enabling data-driven decisions to identify challenges, solve problems proactively, and drive accountability. Establish a continuous improvement mindset, ensuring the team consistently delivers exceptional client experiences.

Cross-Functional Collaboration
Partner closely with Product and Marketing teams to strategically evolve the resale business model and elevate the product experience. Work with Sales and Operations to create cohesive strategies that optimize the resale process, ensuring seamless coordination and alignment across departments. Maintain a luxury, customer-first approach while driving results that reflect the needs and expectations of HNW clients.

Process Optimization & Accountability

Streamlined Workflows
Develop and implement efficient processes for managing resales, ensuring seamless handoffs between Operations and Sales. Create prioritization frameworks to manage complexities, such as multiple sellers within the same property, while maintaining a luxury, customer-focused experience. Collaborate with Product and Marketing to integrate these workflows into the evolving resale business model for optimal efficiency.

Technology Integration
Leverage Salesforce, Sales Enablement tools, and BI platforms like Tableau to drive operational excellence. Automate client follow-ups, enhance data accuracy, and provide actionable insights for decision-making. Partner with Product to identify and implement technological enhancements that improve the resale product experience.

Continuous Improvement
Establish a culture of adaptability by regularly reviewing and refining processes to respond to changing market conditions and client needs. Collaborate cross-functionally with Product and Marketing to ensure the resale business model evolves to remain scalable, efficient, and aligned with the expectations of HNW clients.

Marketing & Demand Generation Alignment

Customer-Focused Campaigns
Collaborate with Marketing to design and execute data-driven campaigns that resonate with the preferences of HNW clients. Incorporate best practices in selling high-end real estate by crafting emotional, aspirational messaging that highlights the exclusivity and lifestyle benefits of Pacaso's offerings. Partner with Product and Marketing to evolve the resale business model and integrate these campaigns seamlessly into the client journey.

Demand Generation Frameworks
Work closely with Marketing to develop strategies that not only drive demand but also address clients' needs at critical decision points in their buying or selling journey. Leverage insights from BI tools like Salesforce and Tableau to refine targeting and ensure campaigns engage the right audience effectively. Collaborate with Product to align demand generation with product improvements that enhance the overall experience.

Personalized Engagement
Create a high-touch, tailored sales cadence that meets the expectations of luxury real estate buyers. Focus on transparency, overcommunication, and delivering value throughout the process to build trust and maintain alignment. Ensure HNW clients feel fully supported and understood, reinforcing Pacaso's commitment to exceptional service and experience.

Insights-Driven Decision Making

Market Intelligence: Use BI dashboards and analytics to anticipate potential churn risks, market trends, aligning resale strategies with broader real estate dynamics and customer preferences.

Client Satisfaction Metrics: Establish benchmarks for client engagement and satisfaction, tracking key metrics to ensure a consistent, exceptional experience for all clients.

Holistic Reporting: Provide regular updates to leadership on progress, challenges, and opportunities, ensuring visibility and alignment with organizational goals.

Key Qualifications

• Proven Leadership: Demonstrated success in building and leading high-performing customer success or sales teams, particularly within HNW-focused industries such as luxury real estate, premium services, or high-end consumer goods. Experience fostering collaboration with Product and Marketing to align team objectives with evolving business models and customer expectations.
• Experience with HNW Audiences: Deep understanding of the unique expectations and preferences of HNW clients, with a proven ability to deliver personalized, high-touch experiences that build trust and foster long-term relationships. Skilled in tailoring strategies to meet the nuanced needs of this discerning audience.
• Expertise in Ownership Models: Comprehensive knowledge of complex ownership structures, multi-share models, and sophisticated pricing strategies. Ability to align customer success initiatives with broader sales, marketing, and product objectives to drive growth and create seamless client experiences.
• Technical Proficiency: Advanced expertise in CRM systems like Salesforce and BI tools such as Tableau, with a proven track record of using these platforms to inform data-driven decisions, enhance operational efficiency, and measure performance. Experience integrating data insights into marketing and product strategies to evolve business models.
• Exceptional Communication: Outstanding communication, negotiation, and relationship management skills, refined to meet the high standards of the luxury market. Skilled at ensuring seamless interactions across clients, internal teams, and external partners while maintaining transparency and trust.
• Strategic Problem Solving: Proven ability to navigate complex challenges and deliver impactful solutions in dynamic, fast-paced environments. Expertise in balancing competing priorities and aligning cross-functional teams toward shared goals.

Experience Level:5+ years of relevant experience, including senior leadership roles in customer success, sales, or operations within luxury or HNW-focused industries. Experience collaborating with Product and Marketing to innovate and evolve business models and client experiences.

Compensation: $125-150 with equity