Client Implementation Manager

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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/or effectiveness of products, services and technical or business systems, software, or solutions. Develops project plans to manage change and ensure that implementations are completed on time, within budget and meet client expectations. Coordinates and communicates timelines / status to clients, external partners, internal teams, management, and impacted groups. Partners with other groups to identify training needs / opportunities and delivers training related to the project.

Essential Functions

• Drives effective implementation processes. Builds and sustains client relationships during the implementation phase.
• Collaborates with management and internal teams to identify client implementation needs and ensure appropriate follow up.
• Ensures 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 provides troubleshooting support during the testing and implementation phase.
• Provides the highest levels of professional customer service throughout the project lifecycle.
• Conducts online meetings/conference calls to orient a new employee or customer, present new functionality, perform training and collaborate with clients about concerns.
• Develops implementation plans which include timelines and metrics for communication, marketing and training activities.
• Creates and maintains a “source of truth” for impacted groups with respect to all value-added products and services available.
• Works closely with end user/client to understand and prioritize business goals and information needs related to the implementation/project.
• Accomplishes objectives, identifies and addresses future concepts, and implements best practices.

Job Complexities & Impact

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and established policies and procedures
• Troubleshoots a wide variety of complex problems and identifies solutions within broad Application of functional expertise
• Removes barriers to project success
• Provides risk management and issue resolution
• Errors will have significant business and financial impact

Supervision Received or Extended

• No formal responsibility for the supervision of others but may provide functional advice or training to less experienced team members
• Works independently with supervisory consultation
• Ability to establish and maintain effective working relationships at the senior management level across functional groups and business units

Knowledge and Skills/Technology Used

• Able to evaluate Change Management scope of project
• 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 such as Sales, IT, Training, Marketing and Support
• 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

Typical education

• Bachelor’s degree of equivalent combination of education and experience

Typical Range of Experience

• 6-8 years of directly related experience

The pay range for this role is $77,875.00 – $102,975.00

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.
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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