Sr Client Success Mgr- Mortgage Solutions
About The Position
The Sr. Client Success Mgr role is responsible for developing customer relationships that promote retention and loyalty. They work closely with assigned customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Sr Client Success role act as an advocate for the customer and can provide the company with the voice of the customer. The role may provide technical support to customers with the goal of keeping customers satisfied. Proactively identifies potential issues with the account and knows how to seek quick resolution, inclusive of problem solving, and communication to all parties. Responsible for revenue retention from assigned accounts through in-depth knowledge of clients' business model, technology platform, products and services utilized, contractual agreements, fee structure, key business contacts and volume/revenue statistics that include implementation, confirmed billing, communication of training activities, and overall client experience. Responsible for negotiating renewal contracts, client conversion/migration strategies. Ensures compliance issues are met and disclosed to the client. Involves in managing client integrations, conversions to new solutions, (platforms, or products) and client project management. Understands how to involve product expertise and/or navigation of business lines to provide high level service to the client.
Requirements
- 6+ years of related experience in client success, account management and/or sales preferred
- Ability to work independently, must have good judgment, proven success working in a matrix environment, strong influencing skills and executive presence
- Strong verbal and written communication skills, exceptional phone demeanor
- Ability to focus on goals and develop a work plan that produces desired results
- Detail oriented and ability to multi-task
- Results driven and persistent
- Excellent customer service and relationship building skills
- Proficient in Microsoft Office, including Excel skills
- Organizational and project management skills
- Able to thrive in a fast-paced environment
Nice To Haves
- Mortgage industry experience is preferred, particularly in software or service sales
Responsibilities
- Manage relationships with mortgage solutions clients, operating as the main point of contact for complaints and resolving issues to ensure customer success and satisfaction.
- Liaise with all clients on a day-to-day basis, providing feedback to operations to ensure service expectations are being met.
- Develop and nurture smaller client accounts successfully, both existing and new business.
- Attend weekly meetings with the account management team to review client accounts and ongoing projects
- Support the other account managers with tasks and regularly provide client overviews, updates, feedback and possibilities for business growth.
- Be a point of call for customer service teams when they have issues that require escalation.
Benefits
- Competitive compensation and benefits!
- Career path for continued professional growth.
- Working with leaders that care about your professional growth!
- Access to our world class self-development portal, centered around you as the employee.
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
