Client Success Advocate

Position Summary

Responsible for high-level relationship management for one or more assigned clients that is strategic to the enterprise. Accounts are target clients that have a major strategic impact on the long-term success of the enterprise. Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, and the overall management of client relationship. Identifies areas where continuous improvements can be applied. Has profit and loss responsibilities.

Job Responsibilities:

• Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

• Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.

• Works to maintain and grow the client relationship while ensuring ongoing customer service. Leads the sales effort for incremental revenue opportunities and contract renewals. Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Black Knight products or service.

• Coordinates with the delivery organizations to ensure the delivery of continuous and effective services and ensures project completion within budget and in accordance with contract requirements.

• Manages operational aspects of projects and is responsible for the oversight of vendors and subcontractors.

• May lead personnel who assist in the management of the client relationship. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

• Identifies areas where continuous improvement can be applied, oversees the implementation of the change, and measures the level of improvement.

• Performs other related duties as assigned.

Competencies

• Outstanding interpersonal skills with a “Get it Done” attitude.

• Exceptional verbal/written communication skills

• Resourceful, problem-solver that is energetic and able to manage multiple priorities in a fast-paced environment.

• Collaboration skills.

• Ability to interact effectively with employees at various levels throughout the organization

• Attention to detail.

Qualifications (Minimum required education and experience)

• A Bachelor’s or Master’s degree in Business, Computer Science, Information Systems or the equivalent combination of education, training, or work experience.

• Mortgage banking or Banking technology experience strongly preferred.

• Proven track record in client relationship management, service delivery and/or the support of technology products and services

• Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business.

• Displays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients.

• Exhibits a high degree of initiative and analytical skills to manage and solve complex problems with minimal impact to the enterprise and the client.

• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise.

• Demonstrates the ability to lead by example and motivate professional level staff.

• Displays strong leadership qualities, decision making abilities, and strong business judgment.

• Experience working in a 24x7 Client Support environment.

• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to Dark Matter’s internal and external customers.

Exempt

The estimated base salary range for this role in the United States is $100,000.00 - $150,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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