Client Success Director

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 ten 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.

What We Do

The Director of Client Success is responsible for leading and driving organizational growth through engagement and strategic account management. Manage and motivate a team; plan and execute scalable strategies for long-term client retention.

Essential Functions

• Collaborate with and facilitate the involvement of company personnel, including support, professional services, and management resources to meet strategic account performance objectives and client expectations
• Proactively lead strategic account planning process across the team that develops mutual performance objectives, financial targets, and critical milestones
• In partnership with implementation teams, 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 segment-specific products and processes
• Serve as an adviser to clients and forecast/contribute to cross-selling future initiatives, products and processes
• May serve as the primary interface to the Client for a limited number of assigned  large accounts, in building and maintaining productive, ongoing business relationships at all levels of management with regard to operational needs, communication, client service and performance
• Has full supervisory responsibility for a large staff.  Delegates tasks, manages workflow and plans staffing requirements.  Responsible for salary administration.  Interviews candidates and makes hiring decisions, writes and conducts performance reviews, provides ongoing feedback, and manages disciplinary actions.  Coaches and mentors staff; provides development opportunities.
• Ensures that teams and individuals understand roles and responsibilities via clear communication of goals and objectives.  Meets with individual team members on performance measurements, goals and evaluations.

Job Complexities

• Works on highly complex problems in which analysis of situations or data requires significant originality and an in-depth evaluation of various factors
• Exercises extreme judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results

Supervision Received or Extended

• Responsible for a department that impacts other departments
• Makes final decisions on administrative or operational matters and ensures operations’ achievement of objectives
• Typically has a minimum of 2-4 mid to high level exempt direct reports

Impact

• Erroneous decisions will have an impact on the overall success of department operations
• Interacts with executive and/or major customers.  Interactions may involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders.

Knowledge and Skills/Technology Used

• Demonstrated competency in executing strategic plans
• Ability to learn needs of a wide range of employees while driving team performance, monitoring results and appropriately allocating resources
• Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of complex projects
• Experience and knowledge of functional tools and infrastructure
• Progressive experience in leading employees in multiple locations, and significant experience developing and implementing solutions

Typical Education

• Bachelor’s degree or equivalent combination of education and experience
• Advanced degree preferred

Typical Range of Experience

• 8+ years progressive management experience

The pay range for this role is $148,625.00 - $198,150.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

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.