OverviewJob Title: Vice President, Account Management
Department: Sales
Reports to: SVP, National Sales Leader, Originations
Summary of PositionThe primary role of the Vice President, Account Management is to partner with the SVP Sales to manage existing clients, assume ownership of key relationships for Mortgage Connect. Additionally, you will oversee the account management process, maintaining communication with existing customers, identifying cross-sell opportunities, and driving additional revenue. This will involve travel to meet with our customers and be onsite with them as needed. Additional key responsibilities would be managing a portfolio of existing accounts to ensure service level performance and client expectations are consistently being met.
Responsibilities- Act as a brand ambassador for Mortgage Connect and build strong working relationships with clients
- Manage and strengthen relationships for assigned client accounts
- Lead monthly and quarterly onsite meetings to review performance, service levels, and growth opportunities
- Serve as a strategic partner and right hand to the Sales Representative
- Collaborate with sales leadership on strategic account planning and execution
- Participate in MBA conferences and industry events
- Support upsell and cross-sell initiatives in partnership with the Sales Representative
- Lead all client calls, including preparation, agenda setting, documentation, and follow-through on action items
- Conduct proactive client outreach, including new client introductions, follow-ups, and coordination with operations and loan officers
- Monitor service levels, turn times, and performance metrics; prepare monthly scorecards and insights
- Identify, escalate, and resolve operational challenges impacting clients
- Collaborate with Operations on process improvements, technology needs, etc.
- Collaborate with Client Implementation Team for all New Clients boarding
- Develop action plans and remediation strategies in collaboration with operations teams
- Review key performance metrics provided by the data analyst and translate insights into client-focused actions
- Oversee escalation reviews and lead remediation planning
- Actively educate customers on products and services within the assigned portfolio
- Cross functional communication leader across multiple business channels
- Strategic thinker with the ability to analyze, synthesize, and translate trends into business opportunities
- Assist with high severity requests or issue escalations as needed
- Operate as the lead point of contact for any and all strategic matters specific to our clients
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
- Identify and grow opportunities within existing customers and collaborate with sales teams to ensure growth attainment
- Establishes productive, professional relationships with key personnel in assigned customer accounts.
- Meets assigned targets for all assigned tasks and strategic objectives in assigned accounts
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis
- Travel would be estimated as up to 50%-75%, expanding and reacting with the market
Requirements- Excellent analytical and presentation skills
- 5+ years of industry experience, preferably in title insurance and closing
- 5+ years of direct client engagement experience in a leadership role
- Client facing experience - senior level - must be able to engage, lead and drive client conversation
- Elite presentation skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multi-tasking skills
- Strong working knowledge of Microsoft Office suite of products
