The
Key Client Success Manager is the client's 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 client's behalf. The position works with project management and oversees the resolution of issues to ensure delivered services meet the client's needs and expectations. The position professionally represents LERETA to the lending community, cultivates relationships in support of the company's 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 LERETA's 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 (SLA's)
- 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
Manage Clients with Large Portfolios and Outsourced Clients - Tier I- Maintains knowledge of client's servicing systems
- Maintains knowledge of client's 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 client's needs
Required Education & Experience- 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 & Experience - 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
Salary range: $89,000 - $100,000
