Senior Account Manager

As the Senior Account Manager, you will build and maintain existing business relationships with multiple clients.  In addition, you will partner with the Account Executive and other internal stakeholders to understand and satisfy client needs.  This will include collecting and analyzing data, customer challenges, and improving the overall client experience.

What will be my duties and responsibilities in this job? 

• Build and manage a portfolio of clients, nurturing long-term relationships.

• Partner with internal cross-functional teams to understand customer goals and key performance metrics, focusing on ensuring operational excellence and strategic insight.

• Aggregate and analyzes data, develop data-driven recommendations, actions, and solutions, and monitor and manage through to completion.

• Provide ongoing exceptional service and timely resolution.

• Increase performance year-over-year within their assigned client by identifying client performance deficiencies within our product(s) and recognizing areas of opportunity to expand and improve business.

• Monitor the quality and service level agreement (SLA) adherence by reviewing post-implementation performance results to ensure integrity and adherence to client standards by analyzing and supporting internal and external stakeholders.

• Balancing client deliverables on multiple projects as well as internal obligations

• Point of contact for the clients assigned by addressing questions or concerns regarding operational standards to ensure effective services are aligned.

• Develop and execute market strategies for assigned customers and a secure commitment to continued customer satisfaction.

• The incumbent requires seasoned judgment, careful analysis, diagnosis, and creative approaches to address unique opportunities.

• Analyze client performance monthly, strategize, and coordinate weekly calls.

• Conduct Business reviews, maintain service level agreements, and scorecard monitoring, and provide alternative recommendations for improvement.

• Coordinate and prepare for the client’s vendor management team to facilitate onsite visits and audits as necessary.

What are the requirements needed for this position? 

• Bachelor’s degree or equivalent experience.

• 3 years of experience in the mortgage loan servicing business or at a financial institution.

• 6 years of experience managing projects, including the ability to prioritize work and meet deadlines for multiple projects. 

• Experience with building solid relationships with clients and strategies to achieve goals.

What other skills/experience would be helpful to have? 

• Proven facilitation, organizational, prioritization, decision-making, and conflict resolution skills; ability to track and control activities in a fast-paced environment while managing multiple projects and tasks required.

• Experienced with collecting, tracking, and analyzing large amounts of data.

• Proven problem-solving skills.

• Ability to build rapport and collaborate with others within the company and externally.

• Understanding of consumer behaviors and industry trends.

• Extensive, accurate product knowledge.

What travel will be expected of me?

• You will be expected to travel up to 10%

#LI-Remote

Pay Range:

$62,000.00 - $103,400.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

07/10/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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