Sr Manager, Client Account Services

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

About the role

Cotality is seeking a Manager, Client Account Services who thrives at the intersection of technical problem-solving and relationship management. In this vital role, you will act as the primary bridge between our clients' complex requests and Cotality’s internal technical, product, and engineering teams. This is a hands-on leadership role where you will guide your direct team, collaborate with internal/external vendors, and dive into the technology yourself—supporting the solutioning of various Cotality applications to meet client needs. If you are a critical thinker who loves translating complex technical concepts into polished client solutions, this role is for you.

Responsibilities

• Act as a resource for less tenured reps on all admin functions.
• Work with leadership on ideas to best align current administrative functions that can be handled in an automated fashion.
• Demonstrate leadership and customer focus by assisting with coaching, training, and mentoring of less tenured members of the client account services team, providing opportunities for employee development.
• Ensure customer satisfaction with the management of your client services members and their accounts, including awareness of client requests, projects, and issues, and driving to resolution.
• Provide regular feedback and strategies on how to manage client workload, requests, and meetings to your respective client services team members.
• Lead your respective team(s) to ensure all employees are aware of key initiatives, products, and processes so they feel engaged within the team and can better serve our clients' requests and needs.
• Utilize various communications as well as set clear objectives for each team member on what is expected of them.
• Lead or participate in internal projects and implementation of those projects.
• Offer additional support on SalesForce template tasks and documentation.
• Help with build-specific coordination as needed, including vetting template tasks related to build releases.
• Act as a subject matter expert (SME) for projects involving the client and Cotality.
• Perform quality assurance audits of tasks in the queue and provide feedback and guidance on best practices.
• Act as an escalation point for your direct reports to handle any client escalations to full resolution, including providing timely and consistent updates to the client and interested internal parties until resolution.
• Identify the necessary people and resources required to fully solve problems and outline a solid plan for execution for timely resolution and client satisfaction.
• Champion root cause analysis for failures to provide tailored information to the client post-resolution.
• Successfully handle and communicate all escalated issues until full resolution and client satisfaction.
• Drive process improvement through seeking out and identifying opportunities, business process definition, and system alignment.

Requirements

• Bachelor’s degree or equivalent experience with a focus in the IT industry or related field, or 5+ years’ working experience in product implementation or technical client support role.
• Strong critical thinking and problem-solving skills.
• Excellent written and verbal communication skills, including the ability to communicate effectively with all levels of the organization and parse out required details from client requests.
• Technical project management/coordination skills to make high-quality business decisions based on a mixture of analysis, experience, and judgment.
• Ability to immediately adapt to changing requirements and conditions.
• Ability to understand clients' business needs/requirements and effectively communicate issues to a range of audience members.
• Experience with SQL and/or programming language is strongly desired.
• Experience with input forms, rules, tables, reading error codes, and JIPS.
• Familiarity with real estate concepts is strongly desired.

Pay

Annual pay range: $77,700 - $100,000 USD

Benefits

At Cotality, we offer more than just a job; we provide a benefits experience designed to support your whole self. Highlights include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition rewards, referral bonuses, exclusive discounts, and more!