Client Success Director
About The Position
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. The Director of Client Success is responsible for leading and driving organizational growth through engagement and strategic account management. Manage and motivate a team; plan and execute scalable strategies for long-term client retention.
Requirements
- Demonstrated competency in executing strategic plans
- Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources
- Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects
- Experience and knowledge of functional tools and infrastructure
- Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions
- Bachelor’s degree or equivalent combination of education and experience
- 8+ years progressive management experience
Nice To Haves
- Advanced degree preferred
Responsibilities
- Collaborate with and facilitate the involvement of company personnel, including support, professional services, and management resources to meet strategic account performance objectives and client expectations
- Proactively lead strategic account planning process across the team that develops mutual performance objectives, financial targets, and critical milestones
- In partnership with implementation teams, develop solutions that best address client needs, while coordinating the involvement of all necessary company personnel
- Represent Company in a professional way to build trust with accounts and relationships by being a complete expert in the field and with segment-specific products and processes
- Serve as an adviser to clients and forecast/contribute to cross-selling future initiatives, products and processes
- May serve as the primary interface to the Client for a limited number of assigned large accounts, in building and maintaining productive, ongoing business relationships at all levels of management with regard to operational needs, communication, client service and performance
- Has full supervisory responsibility for a large staff. Delegates tasks, manages workflow and plans staffing requirements. Responsible for salary administration. Interviews candidates and makes hiring decisions, writes and conducts performance reviews, provides ongoing feedback, and manages disciplinary actions. Coaches and mentors staff; provides development opportunities. Ensures that teams and individuals understand roles and responsibilities via clear communication of goals and objectives. Meets with individual team members on performance measurements, goals and evaluations.
Benefits
- Based on eligibility, 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
