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First American Financial Group, Inc. · 2 months ago

Sr Client Account Manager (Open to Remote)

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $125K/yr

5+ years exp

First American Financial Corporation is a leading provider of title and tax data and analytics. The Sr Client Account Manager is responsible for managing business-to-business client relationships, ensuring client satisfaction, and overseeing portfolio health while collaborating with internal teams to optimize processes and performance.

Customer ServiceFinancial ServicesLending

Responsibilities

Generally, manages mid-size to larger clients and/or more complex clients which have larger portfolios with new products or requiring more intensity for oversight etc

Analyze and understand client and client’s business structure, culture, goals and needs including future strategy across their enterprise and for servicing. Looks for cross sale and revenue generating opportunities

Prepare and conduct monthly business reviews with clients to review FA performance delivery

Monitors FA’s performance against contractual requirements, Service Level Agreements and KPIs, resolving issues between client and internal operational units

Work with client and internal business units on contract changes, change requests and statements of work documenting required activities and corresponding compensation representing revenue opportunities

Deliver prompt and effective global communication relating to incidents, process changes, enhancements and overarching company information ensuring consistent messaging, client satisfaction and accuracy. Educate clients on company technology and processes

Address client concerns in a timely manner or escalate if necessary

Coach client on available reporting tools; fulfill ad-hoc reporting requests by creating and enhancing new and existing reports

Client communications may involve participating in management meetings and discussions, creating and delivering business to business presentations, onsite client visits, and creating client training materials to assist internal business units

Qualification

Client relationship managementBusiness analysisBlack Knight system experienceContract managementPerformance monitoringCoaching skillsCommunication skillsPresentation skills