The Company
MyHome.ie is Ireland's most trusted digital property marketplace, connecting buyers, sellers, renters, and agents nationwide. Founded in 2001 and part of the Irish Times Group.
The Role
The Agent Solutions Executive is the primary liaison between Sales, Product, Tech and Marketing, owning the agent experience across MyHome's core agent solutions - Agent Portal, MyHome Offers, MyValu, and feed integrations. The role drives cross-functional alignment, product enablement, agent engagement and operational readiness throughout the product lifecycle, and is a central enabler of ARPA growth through new product launches, price uplift, and cross-sell.
Key Responsibilities
1. Agent Engagement & Customer Success
Owning the end-to-end agent experience, adoption and escalation management across all MyHome agent-facing products.
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Own and deliver a clear, scalable Customer Success programme aligned to agent lifecycle stages, subscription tiers, and product usage and maturity.
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Define and implement agent onboarding and engagement frameworks, including welcome programmes, webinars, product demos, and clear points of contact.
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Act as the primary agent-facing owner of Customer Success, internally and externally, and communicate strategy across Sales, Marketing and Product, incorporating continuous agent feedback.
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Ensure clear escalation thresholds, ownership, documentation, and timely progression through escalation stages.
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Partner with Product and Tech on root-cause analysis and systemic improvements; implement escalation reporting, trend analysis and KPIs focused on adoption, resilience and retention.
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Attend escalation meetings as required and embed a weekly escalation communication rhythm for Sales, with the Product Enablement Specialist.
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Act as the key agent point of contact, ensuring seamless coordination between Sales, Product, Tech and Marketing around agent-impacting issues.
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Represent MyHome at agent-facing events, conferences, and sponsored activities to strengthen industry presence and trust.
2. Product & GTM Enablement
Ensuring Sales, agents and internal teams are fully enabled to launch, adopt and scale MyHome's agent solutions - directly underpinning ARPA growth, price uplift and cross-sell.
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Take ownership of end-to-end go-to-market planning alongside Marketing for all agent-facing products and major enhancements (Agent Portal, MyHome Offers, MyValu, AI), briefing Marketing with detailed GTM strategies and rollout plans.
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Own product rollout execution, ensuring clear timelines, minimal disruption, and high trust and adoption.
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Identify, track and diagnose product uptake and drop-off metrics, and ensure operational readiness across teams ahead of launches.
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Embed and refresh the Critical Incident Process with Tech, including six-month refresh cycles; own ongoing resolution of feed integration issues affecting agent listings.
3. Agent Insight to Inform Product
Embedding the agent voice into product, marketing and commercial decision-making.
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Own the collection, analysis and dissemination of agent insights across marketing, product and commercial strategy.
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Define and track key product KPIs including usage, adoption, retention and conversion.
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Act as the internal advocate for estate agents, ensuring their challenges, priorities and feedback directly influence decision-making.
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Identify agents best suited for product discovery, pilots and research.
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Maintain effective feedback loops and dependency management across Sales, Product, Tech and Marketing, ensuring insights from escalations, adoption data and agent sentiment inform roadmap prioritisation.
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Collaborate with Heads of Product and Marketing on long-term planning for agent-facing products, surfacing upcoming changes that will require enablement or comms.
Requirements for the role
- Third-level qualification in business, marketing, communications, technology, or a related discipline, or equivalent relevant professional experience
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Strong experience in customer success, product enablement, account management, product operations, or a similar commercially focused role, ideally within a digital, SaaS, marketplace, media, or property technology environment.
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Proven ability to manage complex customer relationships, senior stakeholder engagement, and high-impact escalations with professionalism and calm judgement
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Experience supporting product launches, go-to-market planning, training, documentation, and adoption programmes across internal teams and external customers.
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Strong cross-functional working style, with the ability to align Sales, Product, Tech and Marketing around shared priorities, timelines and customer outcomes.
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Commercially minded, with an understanding of adoption, retention, ARPA growth, upsell/cross-sell opportunities and the importance of product value in customer relationships
Apply via the link today!
The Irish Times Group operate a Hybrid working policy.
Our benefits include Health Insurance contribution, Pension Contribution, Sick Leave Cover, Maternity and Paternity Leave, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership discounts, Free Digital GP and Life Assurance Policy.
