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Title

Key Client Success Manager  

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 8/29/2022  
Position Key Client Success Manager  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Category Tax&Flood  
Location Remote  
Req Number TAX-22-00095  
Description

The Key Client Success Manager is the clients main advocate at LERETA. The role ensures that they, along with staff, maintain positive relationships with assigned clients by way of regular communication, resolution of client requests, liaising with internal business units on the clients behalf. The position works with project management and oversees the resolution of issues to ensure delivered services meet the clients needs and expectations. The position professionally represents LERETA to the lending community, cultivates relationships in support of the companys business development objectives and identifies opportunities for enhancement of its services.

Customer Service / Client Retention

  • Focuses on client retention by working with the Sales and Operations Team to ensure LERETA is providing extraordinary service to the client
  • Establishes at a minimum, monthly tracked personal contact with the assigned client base
  • Maintains a thorough understanding of LERETAs most current services / site capabilities and ensures that supporting staff is also aware and communicating the capabilities to the client
  • Ensures that clients receive the maximum benefit according to their needs, expectations, and Service Level Agreements (SLAs)
  • Implements and maintains an effective system in order to track issues and ensure prompt response / resolution
  • Researches options and works with the LERETA Sales, IT and Operations Teams until issue(s) are resolved

  • Ability to establish strong executive level decision maker relationships and maintain positive account health throughout the client life-cycle.
  • Ability to effectively identify and close upsell/cross-sell opportunities that drive profitable growth and improve client satisfaction
  • Ability to coordinate and lead strategic executive level meetings and/or presentations supporting the value of the LERETA partnership and offerings.
  • Ability to work in a fast-paced environment and prioritize workload between various clients and duties
  • Ability to demonstrate a commitment to providing extraordinary service when assisting clients and co-workers
  • Ability to effectively mentor and motivate staff to ensure excellent service is provided
  • Ability to fully utilize tax service experience and take the initiative to increase knowledge in all aspects of the business
  • Ability to effectively communicate verbally, in writing, via telephone and in person
  • Ability to respond with urgency to client, team and management needs or requests
  • Ability to work independently and as part of a team to address and resolve all issues
  • Ability to work hours based on the clients needs
  • Ability to establish strong executive level decision maker relationships and maintain positive account health throughout the client life-cycle.
  • Ability to effectively identify and close upsell/cross-sell opportunities that drive profitable growth and improve client satisfaction
  • Ability to coordinate and lead strategic executive level meetings and/or presentations supporting the value of the LERETA partnership and offerings.
  • Ability to work in a fast-paced environment and prioritize workload between various clients and duties
  • Ability to demonstrate a commitment to providing extraordinary service when assisting clients and co-workers
  • Ability to effectively mentor and motivate staff to ensure excellent service is provided
  • Ability to fully utilize tax service experience and take the initiative to increase knowledge in all aspects of the business
  • Ability to effectively communicate verbally, in writing, via telephone and in person
  • Ability to respond with urgency to client, team and management needs or requests
  • Ability to work independently and as part of a team to address and resolve all issues
  • Ability to work hours based on the clients needs

Manage Clients with Large Portfolios and Outsourced Clients Tier I

  • Maintains knowledge of clients servicing systems
  • Maintains knowledge of clients business rules, processes, and procedures and advocates on their behalf voice of the client.
  • Builds and maintains relationships with client senior management as well as Executive level decision makers

This position will perform other duties as assigned based on the needs of the department.

Core Competencies

  • Ability to establish strong executive level decision maker relationships and maintain positive account health throughout the client life-cycle.
  • Ability to effectively identify and close upsell/cross-sell opportunities that drive profitable growth and improve client satisfaction
  • Ability to coordinate and lead strategic executive level meetings and/or presentations supporting the value of the LERETA partnership and offerings.
  • Ability to work in a fast-paced environment and prioritize workload between various clients and duties
  • Ability to demonstrate a commitment to providing extraordinary service when assisting clients and co-workers
  • Ability to effectively mentor and motivate staff to ensure excellent service is provided
  • Ability to fully utilize tax service experience and take the initiative to increase knowledge in all aspects of the business
  • Ability to effectively communicate verbally, in writing, via telephone and in person
  • Ability to respond with urgency to client, team and management needs or requests
  • Ability to work independently and as part of a team to address and resolve all issues
  • Ability to work hours based on the clients needs
 
Position Requirements
  • Bachelor’s Degree or equivalent
  • Minimum of 10 years tax service / customer relations / sales or related experience
  • Proficiency in Microsoft® Office Outlook, Excel, PowerPoint and Word
  • Ability to type 35+ wpm
  • Strong computer skills and the ability to quickly learn and utilize operating systems, software, browsers, databases and other technologies
  • Must be highly organized and detail oriented when performing all duties

Preferred Education and Experience

  • Proficiency in Microsoft® Office, Excel and PowerPoint
  • Previous account manager and sales experience in the real estate tax & flood service industry
  • Loan Servicing experience
  • Accounting, Auditing, Finance and/or Bookkeeping experience
  • Project Management experience
  • Proven Sales and Client Success experience
 
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://LERETALLC.appone.com



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