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First American · 5 hours ago

Client Success Director

USA, South Carolina, Fort Mill

Full-time

Onsite

Senior Level, Lead/Staff

$149K/yr - $198K/yr

8+ years exp

ServiceMac is a new sub-servicing entity focused on providing superior technology and services for the mortgage and real estate industries. The Director of Client Success is responsible for leading organizational growth through engagement and strategic account management, while managing a team and executing strategies for long-term client retention.

Financial ServicesInsuranceProperty InsuranceReal EstateReal Estate Investment

Responsibilities

Collaborate with and facilitate the involvement of company personnel, including support, professional services, and management resources to meet strategic account performance objectives and client expectations

Proactively lead strategic account planning process across the team that develops mutual performance objectives, financial targets, and critical milestones

In partnership with implementation teams, develop solutions that best address client needs, while coordinating the involvement of all necessary company personnel

Represent Company in a professional way to build trust with accounts and relationships by being a complete expert in the field and with segment-specific products and processes

Serve as an adviser to clients and forecast/contribute to cross-selling future initiatives, products and processes

May serve as the primary interface to the Client for a limited number of assigned large accounts, in building and maintaining productive, ongoing business relationships at all levels of management with regard to operational needs, communication, client service and performance

Has full supervisory responsibility for a large staff. Delegates tasks, manages workflow and plans staffing requirements. Responsible for salary administration. Interviews candidates and makes hiring decisions, writes and conducts performance reviews, provides ongoing feedback, and manages disciplinary actions. Coaches and mentors staff; provides development opportunities

Ensures that teams and individuals understand roles and responsibilities via clear communication of goals and objectives. Meets with individual team members on performance measurements, goals and evaluations

Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors

Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results

Responsible for a department that impacts other departments

Makes final decisions on administrative or operational matters and ensures operations’ achievement of objectives

Typically has a minimum of 2-4 mid to high level exempt direct reports

Erroneous decisions will have an impact on the overall success of department operations

Interacts with executive and/or major customers. Interactions may involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders

Demonstrated competency in executing strategic plans

Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources

Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects

Experience and knowledge of functional tools and infrastructure

Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions

Qualification

Strategic account managementClient relationship managementTeam leadershipPerformance monitoringProblem-solvingCoachingCommunication skillsMentoring

Required

Bachelor's degree or equivalent combination of education and experience

8+ years progressive management experience

Demonstrated competency in executing strategic plans

Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources

Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects

Experience and knowledge of functional tools and infrastructure

Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions