Associate, Document Technology Services

Associate, Document Technology Services at SitusAMC in Boise, Idaho, United States Job Description SitusAMC is where the best and most passionate people come to transform our client's businesses and their own careers. Whether you're a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve. At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local - come join our team This role performs the following duties personally or through SitusAMC department supervisors and representatives. This role will ensure that client relations are positive experiences which increases their satisfaction with SitusAMC products and services, as well as generating revenue opportunities through client development. This role will also be responsible for managing the relationships with the clients, monitoring the delivery of all SitusAMC products, services, and programs to them. Duties include working directly with clients and internal partners/departments to ensure clients are experiencing a positive client-partnership relationship, working to find solutions to client needs and issues, addressing client complaints and creating strategies to prevent client escalations. Assigned clients will be top tier clients, which are high revenue generators for SitusAMC. These clients will have complex needs which span multiple product/service offerings within SitusAMC. This role will work with other CSM team members to mentor/train and will be responsible for the leading and completion of strategic initiatives/tasks as directed by superiors. A robust understanding of SitusAMC operations, products and services, client needs, as well as industry knowledge is required for this role. The Associate, CSM will work with CSM team members to ascertain client status and drive relationship building with the client from an overall global client relationship with SitusAMC. This is a highly visible role reporting to internal Sr. Management and Client Sr. Business Leaders that will engage and drive resources across the SitusAMC Residential Real Estate Technology Division to ensure client needs are met and understood. Essential Job Functions: + Acts within alignment of security roles. + Work with other departments to ensure clients are experiencing a positive partnership + Develops and maintains client relationships + Diligent contact/follow up with clients and internal partners + Acts as external client advocate with internal partners + Collaborates and takes ownership with internal managers and team members on standardization and process improvement to increase client satisfaction + Directs, organizes, and facilitates internal and external meetings with management, strategic partners, subject matter experts, and clients as needed to address client needs + Conducts monthly, quarterly, and annual client reviews for assigned clients + Responsible for direct reach out to accounts that have been inactive or experienced a drop in usage to determine cause, increase usage and retention of clients + Responsible to make decisions and remove impediments to increase client satisfaction and utilization + Liaise and communicate progress between sr. management and other internal team members and stakeholders + Promotes products, services, and client development + Oversees, writes, and manages proposals/statements of work/contracts for products and services in conjunction with internal SitusAMC Teams + Monitors client's business environment to understand their needs + Consults with clients to ascertain and define need or problem area, and works with client and SitusAMC internal partners to provide a solution + Reviews and advises on proposals, statements of work, incident reports, etc. + Works with client and SitusAMC internal partners to manage the quality delivery of all services provided to the client + Monitors industry trends to support client needs and to brief the product development and sales teams. + Maintain & regularly update SOPs, SWOTs, and team resources + Ownership and handling of client complaints, spearheading finding solutions to client issues and needs for assigned clients + Acts as the main Point of Contact for any escalations related to clients, both internal meetings/engagements to address client needs, as well as external client meetings to ensure client needs are addressed and solutions are provided + Works with other departments to help develop and lead advertising and promotional programs, pricing, positioning, and packaging + Assists in planning and coordination of product/new service/marketing campaign launches + Reviews market research to anticipate competition and market trends and translate client attitudes into new branding directions + Collaborate on Marketing Communications to clients ('MARCOMS') + Partner with marketing team on client surveys to review and report on feedback and voice of customer for products, services, and functional areas + Promotes services to existing clients + Manages sales collateral/marketing materials to existing clients + Meets with clients personally, as well as mentors and manages direct reports to identify potential opportunities for upselling and cross-selling products and services and coordinates with internal sales team for follow up + Oversees coordination of product/service demonstrations for existing clients + Consults with internal teams and communicates client and market requirements/product features + Collaborate with internal subject matter experts to define, layout and document new service offerings + Works with clients to communicate and overview new service offerings as potential opportunities of interest + Other activities as may be assigned by your manager Qualifications/ Requirements: + Bachelor's degree from four-year accredited college or university or equivalent combination of education and experience + Master's degree in related field preferred + Five to seven years' experience in mortgage industry preferred + Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others; pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions. + Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; requires minimal supervision; displays understanding of how job relates to others. + Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions. + Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. + Promotes client focus; establishes client service standards; provides training in Client service delivery; monitors client satisfaction; develops new approaches to meeting client needs. + Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods; speaks clearly and persuasively in positive or negative situations; listens and gets To view full details and how to apply, please login or create a Job Seeker account