Join a team that puts its People First! First American Docutech offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for six consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.
Job Summary
The Client Success Executive is responsible for executing strategic activities to ensure exceptional client service to assigned accounts to meet revenue and account objectives. This role represents the entire range of segment-specific products/services to assigned clients, while leading the client account planning cycle and ensuring assigned clients' needs and expectations are met in terms of product implementation and integration. Represents the company at the senior executive level and understands business initiatives of assigned accounts, establishing superior relationships with senior and mid-level management.
Ability to travel up to 50% of time
Essential Functions
Establish and maintain productive, professional relationships with key personnel and all levels of management in assigned client accounts.
Collaborate with and coordinate the involvement of company personnel, including support, professional services, and management resources to meet account performance objectives and clients' expectations
Meet assigned targets for revenue and strategic objectives in assigned accounts
Proactively lead joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones
Proactively assess, clarify and validate client needs on an ongoing basis
Coordinate with implementation/internal team(s) to 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 Company products and processes
Lead business reviews for assigned accounts, with frequency based on tier levels
Connect with assigned clients regularly and attend all client reviews
Keep abreast with client projects and contribute to team goals
Serve as an adviser to clients and forecast/assist with cross-selling future initiatives, products and processes
Partner with the Client Management team to ensure client satisfaction and problem resolution
Follow company policies and procedures to ensure the integrity of Docutech's products
Enlist the support of sales, implementation resources, integration resources, product resources, and other management resources
Knowledge and Skills/Technology Used
In-depth knowledge of the mortgage lending process and mortgage loan programs required
Strong understanding of internal product/processes of large lending institutions associated with consumer or mortgage
Ability to work from a relationship viewpoint as well as being detailed-oriented in the products and processes
Strong time management with the ability to multi-task while meeting strict deadlines; decision making is essential
Strong analytical and communication skills, excellent presentation skills to create and conduct product presentations and demos for clients
Strong analytical and organizational skills
Ability to think both strategically and tactically, and to execute tactical plans
Experience managing large lending institutions and/or financial entities on multiple projects from start to finish is strongly preferred.
Project management and planning experience
Agility & the ability to work in ambiguity
Typical Education
Bachelor's degree or equivalent combination of education and experience
Typical Range of Experience
At least 5+ years of experience in the mortgage or finance industry is required
Experience managing large lending institutions and/or financial entities on multiple projects from start to finish is strongly preferred
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
