United States onlyClient Success Advocate – Relationship Manager II
Position Summary
This position is responsible for managing high-level relationships with one or more clients who are considered strategic to the enterprise. The accounts assigned to this role are key clients whose business has a significant impact on the organization’s long-term success. The individual in this position serves as the primary management contact and acts as the main liaison between the client and the enterprise. Their main duties are to keep clients satisfied, communicate regularly with them, and manage client relationships. Additionally, the role involves identifying opportunities for continuous improvement within the client relationship and implementing changes as necessary.
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. 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.
Canada
