Client Success Manager - Emerging and Inside Sales

Responsibilities

• Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service.
• Build trusted advisor relationships with key operational leaders at client organizations.
• Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities.
• Strategically focused on ensuring the overall success and retention of Optimal Blue clients.
• Serves as a subject matter partner for clients utilizing Optimal Blue PPE, with a strong understanding of pricing, eligibility and workflow configuration.
• Drive PPE adoption by identifying underutilized features, configuration gaps, and workflow inefficiencies.
• Partners with clients to align PPE usage with business objectives but does not perform day-to-day client system administration or client support.
• Maintains and monitors the health of client relationships through data, leading indicators, and direct engagement.
• Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client account.
• Own forecasting and prioritization for client renewals within assigned accounts.
• Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services.
• Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships.
• Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests.
• Plan and execute webinars and virtual events to educate and engage customers using data-driven insights to inform and organize tracking to maximize attendance and impact.
• Heavy use of technology and automation tools (e.g., CRM, marketing automation, customer success platforms etc.) to streamline workflows and deliver client communications at scale.
• Create referenceable customers through case studies, reference calls, and speaking engagements.
• Stay informed about new release changes, new products, and industry trends.
• Available for travel to customer on-sites, executive meetings, and conferences (approximately 15% of the time, including overnight stays).

Qualifications

• Experience working with mortgage lenders highly preferred.
• Ability to execute commercial transactions, including pitching, negotiating, and closing deals.
• Passionate about enhancing client experience and dedicated to customer satisfaction.
• Enjoys the process of selling without necessarily focusing on selling a product.
• Skilled in creating and delivering persuasive proposals and presentations.
• Possesses a blend of business and technical acumen, able to contribute value in discussions on both technology and business strategy.

Competencies

• Outstanding interpersonal skills with a “Get it Done” attitude.
• Ability to work in a fast-paced, dynamic environment.
• Naturally curious and investigative.
• Effective problem-solver and solution-finder.
• Adaptable and able to handle changing circumstances with ease.
• Driven by a strong internal motivation and competitive desire to succeed.
• Maintains composure and stays calm under pressure.
• Demonstrates excellent leadership, management, and coordination skills with a proactive approach.
• Comfortable interacting with contacts at any level, including those from large enterprises.
• Capable of handling challenging clients or situations and driving mutually agreeable outcomes.
• Committed to listening to and understanding diverse perspectives.

Pay

The target base pay for this position is $102,000.00 with on-target-earnings (OTE) are near $130,000.

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• Time off (US Only): The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.