Senior Director Agency Customer Success - Ardán Inc.

https://www.ardaninc.com/california-employee-and-job-application-privacy-notice/ 

Role Summary:

Westcor Global Inc is modernizing how title insurance services are delivered across an increasingly digital, automated, and interconnected ecosystem. As the organization continues advancing agent-facing platforms, title production integrations, automation, AI-enabled workflows, and strategic technology partnerships, the experience our customers have with technology has become an increasingly important part of how we differentiate Westcor in the market.

The Senior Director, Agency Customer Success is responsible for ensuring Westcor’s agency customers successfully adopt, utilize, and realize value from our technology products, integrations, and services. This role serves as the primary bridge between our agents, Agency organization, Product, Engineering, Support, and key technology vendors.

Combining deep title-industry and title production system expertise with customer success, technology enablement, and vendor management, the Senior Director will help ensure Westcor’s technology fits naturally into the way agents operate their businesses. The role will act as both the voice of the agent within Technology and the voice of Technology to the agent, identifying friction, improving workflows, increasing adoption, and strengthening customer relationships through technology.

Success in this role means moving beyond simply making technology available to agents. It means ensuring that Westcor’s products, integrations, forms, workflows, and services work effectively within the agent’s environment and consistently deliver value.

 

Key Responsibilities:

Agency Customer Success

• Own the overall technology success experience for Westcor’s title agents.
• Serve as a trusted technology partner and advocate for agents, providing a high-touch, white-glove approach to technology engagement.
• Build strong relationships with agents to understand their business operations, technology environments, workflows, challenges, and opportunities.
• Partner closely with Agency Representatives and field leadership to incorporate technology into the broader agent relationship.
• Participate in new-agent onboarding and provide a structured technology introduction and discovery process.
• Establish regular engagement with key agents to proactively identify needs and address issues before they become larger customer concerns.
• Coordinate internally across Agency, Product, Engineering, Support, Operations, and other functions to drive agent technology needs through resolution.

 

Title Production Systems & Workflow Expertise

• Serve as a subject matter expert on title production systems and how title agents utilize those platforms in their day-to-day operations.
• Maintain a deep understanding of agent workflows across order entry, title production, commitments, CPLs, closing, policy production, remittance, and related processes.
• Understand how Westcor products, forms, integrations, and services are represented and utilized within major title production platforms.
• Proactively identify gaps in forms, integrations, configurations, workflows, or functionality that may create friction for agents.
• Partner with Product and Engineering to translate agent workflow requirements into actionable technology solutions.
• Ensure Westcor’s technology capabilities are implemented in a manner that works effectively within real-world agent workflows.
• Support testing and validation of new integrations, enhancements, forms, configurations, releases, and defect remediation from the agent perspective.

 

Agent Advocacy & Product Feedback

• Establish a structured feedback loop between agents, Agency, Product, and Technology.
• Gather and synthesize agent feedback related to technology products, title production workflows, integrations, and service experiences.
• Identify recurring themes, product gaps, workflow inefficiencies, and opportunities for innovation.
• Represent agent priorities during product roadmap, enhancement, and integration discussions.
• Help Product and Engineering distinguish between isolated customer requests and broader market or workflow needs.
• Ensure agents receive appropriate communication regarding enhancements, issue resolution, product changes, and new technology capabilities.
• Support strategic customer meetings and product demonstrations as the agency technology subject matter expert.

 

Cross-Functional Leadership

• Serve as the primary connector between Agency and Technology on agent-facing