VP Account Management

Responsibilities

• Act as a brand ambassador for Mortgage Connect and build strong working relationships with clients
• Manage and strengthen relationships for assigned client accounts
• Lead monthly and quarterly onsite meetings to review performance, service levels, and growth opportunities
• Serve as a strategic partner and right hand to the Sales Representative
• Collaborate with sales leadership on strategic account planning and execution
• Participate in MBA conferences and industry events
• Support upsell and cross-sell initiatives in partnership with the Sales Representative
• Lead all client calls, including preparation, agenda setting, documentation, and follow-through on action items
• Conduct proactive client outreach, including new client introductions, follow-ups, and coordination with operations and loan officers
• Monitor service levels, turn times, and performance metrics; prepare monthly scorecards and insights
• Identify, escalate, and resolve operational challenges impacting clients
• Collaborate with Operations on process improvements, technology needs, etc.
• Develop action plans and remediation strategies in collaboration with operations teams
• Review key performance metrics provided by the data analyst and translate insights into client-focused actions
• Oversee escalation reviews and lead remediation planning
• Actively educate customers on products and services within the assigned portfolio
• Strategically think and analyze trends into business opportunities
• Absorb and communicate progress of monthly/quarterly initiatives to internal and external stakeholders
• Identify and grow opportunities within existing customers and collaborate with sales teams to ensure growth attainment
• Proactively assess, clarify, and validate customer needs on an ongoing basis
• Travel would be estimated as up to 50%-75%, expanding and reacting with the market

Requirements

• Excellent analytical and presentation skills
• 5+ years of industry experience, preferably in title insurance and closing
• 5+ years of direct client engagement experience in a leadership role
• Client facing experience - senior level - must be able to engage, lead and drive client conversation
• Elite presentation skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office suite of products