Client Success Manager – Emerging and Inside Sales
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Job Description
Client Success Manager driving client relationships and engagement for Optimal Blue's product solutions. Ensuring success and retention while collaborating with various internal teams for client satisfaction.
Responsibilities:
- Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service.
- Build trusted advisor relationships with key operational leaders at client organizations.
- Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities.
- Strategically focused on ensuring the overall success and retention of Optimal Blue clients.
- Serves as a subject matter partner for clients utilizing Optimal Blue PPE, with a strong understanding of pricing, eligibility and workflow configuration.
- Drives PPE adoption by identifying underutilized features, configuration gaps, and workflow inefficiencies.
- Monitors and assesses the health of client relationships through data, leading indicators, and direct engagement.
- Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client account.
- Own forecasting and prioritization for client renewals within assigned accounts.
- Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services.
- Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships.
- Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests.
- Planning and executing webinars and virtual events to educate and engage customers using data driven insights to inform and organized tracking to maximize attendance and impact.
- Heavy use of technology and automation tools (e.g., CRM, marketing automation, customer success platforms etc.) to streamline workflows and deliver client communications at scale.
- Create referenceable customers through case studies, reference calls, and speaking engagements.
Requirements:
- Bachelor's degree or an equivalent combination of education, training, and work experience.
- At least 3 years of experience in a client-facing role such as Client Success function, account management, consulting or client services role.
- At least 3 years of experience in mortgage pricing and eligibility using a product and pricing engine.
- Experience with Optimal Blue's Product and Pricing engine a definite plus.
- Experience working with mortgage lenders highly preferred.
- Ability to execute commercial transactions, including pitching, negotiating, and closing deals.
- Passionate about enhancing client experience and dedicated to customer satisfaction.
- Enjoys the process of selling without necessarily focusing on selling a product.
- Skilled in creating and delivering persuasive proposals and presentations.
- Capable of synthesizing complex information and presenting it clearly and concisely.
- Possesses a blend of business and technical acumen, able to contribute value in discussions on both technology and business strategy.
Benefits:
- Medical
- Dental
- Vision
- Basic life insurance
- Short/long term disability
- 401(k) participation (with company match)
- 10 days of vacation for new employees
- Sick time based on state requirements
- 8 Company-paid holidays
- 2 personal holidays per year
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