Client Implementation Manager

First American • West Odessa, TX

1d • $77,875 - $102,975

About The Position

Who We Are ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. What We Do Responsible for the implementation and/or effectiveness of products, services and technical or business systems, software, or solutions. Develops project plans to manage change and ensure that implementations are completed on time, within budget and meet client expectations. Coordinates and communicates timelines / status to clients, external partners, internal teams, management, and impacted groups. Partners with other groups to identify training needs / opportunities and delivers training related to the project. Essential Functions Drives effective implementation processes. Builds and sustains client relationships during the implementation phase. Collaborates with management and internal teams to identify client implementation needs and ensure appropriate follow up. Ensures accurate communication is disseminated across all stakeholders including internal teams, external partners and clients. Has responsibility throughout the client onboarding cycle including planning, setup, execution and management of assigned projects. Responsible for the initial system setup and provides troubleshooting support during the testing and implementation phase. Provides the highest levels of professional customer service throughout the project lifecycle. Conducts online meetings/conference calls to orient a new employee or customer, present new functionality, perform training and collaborate with clients about concerns. Develops implementation plans which include timelines and metrics for communication, marketing and training activities. Creates and maintains a “source of truth” for impacted groups with respect to all value-added products and services available. Works closely with end user/client to understand and prioritize business goals and information needs related to the implementation/project. Accomplishes objectives, identifies and addresses future concepts, and implements best practices. Job Complexities & Impact Uses skills as a seasoned, experienced professional with a full understanding of industry practices and established policies and procedures Troubleshoots a wide variety of complex problems and identifies solutions within broad application of functional expertise Removes barriers to project success Provides risk management and issue resolution Errors will have significant business and financial impact Supervision Received or Extended No formal responsibility for the supervision of others but may provide functional advice or training to less experienced team members Works independently with supervisory consultation Ability to establish and maintain effective working relationships at the senior management level across functional groups and business units Knowledge and Skills/Technology Used Able to evaluate Change Management scope of project Leadership skills with ability to build consensus among disparate groups Ability to manage multiple clients and projects/tasks simultaneously Strong customer service skills Strong internal communication skills including ability to work with various departments such as Sales, IT, Training, Marketing and Support Strong background in Title Insurance, Mortgage, or related industry Strong knowledge of department operating systems/applications and software/applications that integrate with those systems Familiar with a variety of the field’s concepts, practices and procedures Strong interpersonal, relationship-building and teamwork skills Able to translate and communicate technical information to a nontechnical audience Self-motivated; self-starter Proficient in Microsoft Word, Excel and PowerPoint

Requirements

• Able to evaluate Change Management scope of project
• Leadership skills with ability to build consensus among disparate groups
• Ability to manage multiple clients and projects/tasks simultaneously
• Strong customer service skills
• Strong internal communication skills including ability to work with various departments such as Sales, IT, Training, Marketing and Support
• Strong background in Title Insurance, Mortgage, or related industry
• Strong knowledge of department operating systems/applications and software/applications that integrate with those systems
• Familiar with a variety of the field’s concepts, practices and procedures
• Strong interpersonal, relationship-building and teamwork skills
• Able to translate and communicate technical information to a nontechnical audience
• Self-motivated; self-starter
• Proficient in Microsoft Word, Excel and PowerPoint
• Bachelor’s degree of equivalent combination of education and experience
• 6-8 years of directly related experience

Responsibilities

• Drives effective implementation processes.
• Builds and sustains client relationships during the implementation phase.
• Collaborates with management and internal teams to identify client implementation needs and ensure appropriate follow up.
• Ensures accurate communication is disseminated across all stakeholders including internal teams, external partners and clients.
• Has responsibility throughout the client onboarding cycle including planning, setup, execution and management of assigned projects.
• Responsible for the initial system setup and provides troubleshooting support during the testing and implementation phase.
• Provides the highest levels of professional customer service throughout the project lifecycle.
• Conducts online meetings/conference calls to orient a new employee or customer, present new functionality, perform training and collaborate with clients about concerns.
• Develops implementation plans which include timelines and metrics for communication, marketing and training activities.
• Creates and maintains a “source of truth” for impacted groups with respect to all value-added products and services available.
• Works closely with end user/client to understand and prioritize business goals and information needs related to the implementation/project.
• Accomplishes objectives, identifies and addresses future concepts, and implements best practices.

Benefits

• First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees