Sr Manager, Client Account Services

About the role

Cotality is seeking a Sr. Manager, Client Account Services who thrives at the intersection of technical problem‑solving and relationship management. In this hands‑on leadership role you will act as the primary bridge between complex client requests and Cotality’s internal technical, product, and engineering teams. You will guide your direct team, collaborate with internal/external vendors, and dive into the technology yourself—supporting solutioning of various Cotality applications to meet client needs.

Responsibilities

• Act as a resource for less‑tenured representatives on all administrative functions.
• Work with leadership to align current administrative functions that can be automated.
• Coach, train, and mentor less‑tenured members of the client account services team, providing opportunities for employee development.
• Ensure customer satisfaction by managing client services members and their accounts, staying aware of client requests, projects, and issues, and driving them to resolution.
• Provide regular feedback and strategies on managing client workload, requests, and meetings to team members.
• Lead teams to keep employees informed about key initiatives, products, and processes so they can better serve client requests.
• Utilize various communications and set clear objectives for each team member.
• Lead or participate in internal projects and oversee their implementation.
• Offer additional support on Salesforce template tasks and documentation.
• Assist with build‑specific coordination, including vetting template tasks related to build releases.
• Serve as a subject‑matter expert for projects involving the client and Cotality.
• Perform quality‑assurance audits of tasks in the queue and provide feedback on best practices.
• Act as an escalation point for direct reports, handling client escalations to full resolution and providing timely updates to clients and internal stakeholders.
• Identify necessary people and resources to solve problems, outline solid execution plans, and ensure timely resolution and client satisfaction.
• Champion root‑cause analysis for failures and communicate findings to clients post‑resolution.
• Drive process improvement by seeking out opportunities, defining business processes, and aligning systems.

Qualifications

• Bachelor’s degree or equivalent experience with a focus in the IT industry or related field, or 5+ years of experience in product implementation or technical client support.
• Prior leadership experience coaching and developing team members effectively.
• Strong critical‑thinking and problem‑solving skills.
• Excellent written and verbal communication skills; ability to communicate effectively at all organizational levels and parse required details from client requests.
• Technical project‑management and coordination skills to make high‑quality business decisions based on analysis, experience, and judgment.
• Ability to adapt quickly to changing requirements and conditions.
• Ability to understand clients’ business needs and communicate issues to a range of audiences.
• Experience with SQL and/or a programming language (strongly desired).
• Experience with input forms, rules, tables, reading error codes, and JIPS.
• Familiarity with real‑estate concepts (strongly desired).

Pay

Annual Pay Range: $77,700 – $120,000 USD

Benefits

Cotality offers a benefits experience designed to support your whole self, including a flexible working model, competitive time off, standout health coverage, and growth opportunities.

• Time off: Generous PTO, 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.
• 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.