Client Implementation Manager (Remote Elligible)

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<div class="isg-job-description“>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

Responsible for the implementation and effectiveness of products, services and technical or business systems, software, or solutions so that customers reach their desired outcomes using FA products. Develop project plans to define success for customers, manage change and resources, and ensure that implementations are completed on time, within budget and meet client expectations. Identify training needs, educate customers in best practices, and participate in onboarding activities to help customers maximize FA products and services. Coordinate and communicate timelines / status to clients, external partners, internal teams, management, and impacted groups.

What You’ll Do

• Drive effective implementation/ onboarding processes. Build and sustain client relationships.
• Collaborate with management and internal teams to identify client needs and ensure appropriate follow-up.
• Identify, develop, and deliver training and education to clients
• Ensure accurate communication is disseminated across all stakeholders including internal teams, external partners and clients.
• Has responsibility throughout the client onboarding cycle including planning, setup, execution and management of assigned projects.
• Responsible for the initial system setup and provide troubleshooting support during the testing and implementation phase.
• Provide the highest levels of professional customer service throughout the project lifecycle/client relationship.
• Conduct online meetings/conference calls to orient clients, present new functionality, perform training and collaborate with clients about concerns.
• Develop implementation plans which include timelines and metrics for communication, marketing and training activities.
• Create and maintain a “source of truth” for impacted groups with respect to all value-added products and services available.
• Work closely with end user/client to understand and prioritize business goals and information needs.
• Accomplish objectives, identify and address future concepts, and implement best practices.

What You’ll Bring

Education, experience, Licensure, and Certification

• Bachelor’s degree of equivalent combination of education and experience
• 8+ years of directly related experience
• Leadership skills with ability to build consensus among disparate groups
• Ability to manage multiple clients and projects/tasks simultaneously
• Strong customer service skills
• Strong internal communication skills including ability to work with various departments
• Strong background in Title Insurance, Mortgage, or related industry
• Strong knowledge of department operating systems/applications and software/applications that integrate with those systems
• Familiar with a variety of the field’s concepts, practices and procedures
• Strong interpersonal, relationship-building and teamwork skills
• Able to translate and communicate technical information to a nontechnical audience
• Self-motivated; self-starter
• Proficient in Microsoft Word, Excel and PowerPoint

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.
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.

 

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