Sr. Manager, Client Implementations

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Cotality is no ordinary company. We’re the only holistic data, insights and workflow solutions provider for the property ecosystem—serving industries ranging from real estate to public policy to retail—and counting. Together, we're making the complex more seamless, more unified and more resilient to whatever the future may hold.

Cotality is committed to investing in the most talented employees providing them with career advancement opportunities, and supportive, visible, and trusted leadership. We foster a collaborative culture with work-life balance. At Cotality, you will be a part of an inclusive enterprise team that does impactful and meaningful work, shaping the future of the property industry and beyond.

Job Description:

The Senior Manager, Client Implementations, plays a crucial role in ensuring the successful delivery of services and maintaining strong client relationships, and will oversee a team of professionals whose role is to manage the client delivery process and all aspects of the implementation of product and/or platform for clients from inception to implementation.  Projects the team takes on require deep knowledge of the product and platform to lead the delivery and to deploy a new product or service.  Assigned client projects are increasingly complex with multiple interdependencies.  Projects involve leading, guiding and influencing cross functional teams.  The team works directly with clients to understand business needs and implement Cotality product/technology solutions. 

In your role as Senior Manager, Client Implementations, you will work proactively with your team to improve the performance of the company and optimize the use of its products and services.  Your duties also involve training both staff and clients and troubleshooting any gaps in delivery and efficiency.  You act as an escalation point for product/platform specific issues and for your delivery services team.

• Leadership responsibilities include mentoring, training, increasing team engagement, performance management, recruitment and management of day-to-day activities of assigned staff. 

• Oversee the implementation of projects, ensuring they are completed on time, within scope, and within budget.

• Collaborate with peers and senior leaders in setting and driving client delivery strategy to improve service delivery and client satisfaction. 

• Client interaction when responding to escalated customer problems and/or retention efforts. 

• Track and report on key performance indicators (KPIs) to ensure service delivery meets organizational standards.

• Monitor and report on client ticket trends, opportunities, and improvements.  

• Drive toward delivery and operational excellence within matrixed environment. 

• Enable gathering of client feedback as follow up to client ticket closure.  Enable intel from client feedback and continuous improvement to be used to drive growth strategies and to target process improvement, enhancements and operational efficient and effectiveness. 

Job Qualifications:

• Bachelor’s or master’s degree or equivalent experience in Business, Computer Science, Engineering, or a related field preferred.

• Advanced knowledge with a minimum of 10 years of customer and/or implementation/delivery experience in a SaaS, or software organization in B2B.  

• A minimum of 3 years of leadership experience over a client delivery team. 

• Familiarity with the mortgage industry a plus.  

• Strong leadership, communication, and problem-solving skills.

• Proficiency in project management tools and methodologies.

• Proven ability to lead and motivate a team of colleagues. 

• Excellent communication skills with an ability to convey technical concepts to a non-technical audience, as well as the ability to negotiate, persuade, and gain consensus from cross functional teams, management, and clients. 

• Excellent interpersonal, analytical, business/technical judgment, and problem- solving skills. 

• Excellent written and verbal communication skills. 

• Ability to immediately adapt to changing requirements and conditions. 

• Strong client orientation and customer service skills to understand and help delivery team drive customer solutions. 

• Able to translate client’s business needs/requirements and presents issues to a range of audience members. 

• Relevant certifications such a