Client Success Manager - Loan Acquisition System (LAS)
Apply NowCompany: LauraMac, LLC
Location: Mercer Island, WA 98040
Description:
Position Overview:
We are seeking a dynamic Client Success Manager (CSM) to support our Loan Acquisition System (LAS), ensuring an exceptional client experience while driving creative, effective, and scalable solutions. The CSM will play a pivotal role in fostering relationships between clients, business analysts, and technical teams, ensuring seamless communication and solution delivery. The CSM will collect, analyze, and act on client feedback to improve system functionality and service offerings while understanding client business goals to align our technology solutions for client success.
A successful candidate will be an out-of-the-box thinker, passionate about problem-solving, and capable of breaking down complex challenges to deliver meaningful, client-focused solutions. They should possess a strong background in post-closing operations, correspondent lending, secondary marketing or mortgage capital markets, along with experience managing a variety of loan sales and acquisitions, including agency, jumbo, non-QM, HELOC, HFAs, and other secondary market programs.
This position reports to the VP, General Manager of Loan Acquisition. Full time, exempt.
Key Responsibilities:
The ideal candidate will be a proven leader with in-depth industry experience and a true passion for the mortgage industry and technology. You must have exceptional interpersonal skills, a strong work ethic, and a proactive approach to problem solving.
The candidate will be responsible for:
1) Developing and maintaining strong relationships with clients by actively listening to their needs, resolving concerns, and hosting regular meetings with key client stakeholders to foster collaborative communication and feedback.
2) Assist the client implementation team with the onboarding process of new clients, ensuring a smooth transition and comprehensive client training on our technology solutions.
3) Serve as the primary liaison between clients, business analysts, and technical teams and support product development efforts through development of detailed product specifications.
4) Advocate for clients by driving innovative, scalable solutions that enhance their experience within the Loan Acquisition System.
5) Proactively engage with clients to drive adoption of our technology platforms and features, providing guidance on best practices and strategies for maximizing value.
6) Conduct periodic business reviews with clients and internal leadership, providing insights into system usage, relationship health, and growth opportunities.
7) Identify opportunities for contract renewals, upsells, and cross-sells, collaborating with sales and account management teams to drive revenue growth.
8) Keep clients informed of product updates, industry trends, and best practices through regular communication channels, including webinars, newsletters, and training sessions.
9) Monitor key performance metrics related to client engagement, satisfaction, and usage, providing regular reports and insights to internal stakeholders. Conduct periodic reviews of the relationship with the client and the LauraMac line of business leadership.
10) Support product development efforts by providing user acceptance testing and feedback.
Qualifications:
Bachelor's degree in business, marketing, finance, related field, or equivalent experience.
3+ years of experience in client success, account management, or related roles, preferably within the mortgage or financial services industry.
Strong understanding of mortgage technology solutions.
Excellent communication, interpersonal, and presentation skills.
Proven track record of building and maintaining relationships.
Strong project and time management skills.
Ability to thrive in a fast-paced, entrepreneurial environment.
Results-driven mindset with a focus on exceeding client expectations and driving business outcomes.
Mortgage experience with subject matter expertise preferred in:
Secondary Marketing Loan Acquisitions
Mortgage Capital Markets
Post-Closing Operations/Correspondent Operations
Regulatory compliance testing (TRID and Pre-TRID)
Document recognition and data extraction
Data Integrity and Reporting
We are seeking a dynamic Client Success Manager (CSM) to support our Loan Acquisition System (LAS), ensuring an exceptional client experience while driving creative, effective, and scalable solutions. The CSM will play a pivotal role in fostering relationships between clients, business analysts, and technical teams, ensuring seamless communication and solution delivery. The CSM will collect, analyze, and act on client feedback to improve system functionality and service offerings while understanding client business goals to align our technology solutions for client success.
A successful candidate will be an out-of-the-box thinker, passionate about problem-solving, and capable of breaking down complex challenges to deliver meaningful, client-focused solutions. They should possess a strong background in post-closing operations, correspondent lending, secondary marketing or mortgage capital markets, along with experience managing a variety of loan sales and acquisitions, including agency, jumbo, non-QM, HELOC, HFAs, and other secondary market programs.
This position reports to the VP, General Manager of Loan Acquisition. Full time, exempt.
Key Responsibilities:
The ideal candidate will be a proven leader with in-depth industry experience and a true passion for the mortgage industry and technology. You must have exceptional interpersonal skills, a strong work ethic, and a proactive approach to problem solving.
The candidate will be responsible for:
1) Developing and maintaining strong relationships with clients by actively listening to their needs, resolving concerns, and hosting regular meetings with key client stakeholders to foster collaborative communication and feedback.
2) Assist the client implementation team with the onboarding process of new clients, ensuring a smooth transition and comprehensive client training on our technology solutions.
3) Serve as the primary liaison between clients, business analysts, and technical teams and support product development efforts through development of detailed product specifications.
4) Advocate for clients by driving innovative, scalable solutions that enhance their experience within the Loan Acquisition System.
5) Proactively engage with clients to drive adoption of our technology platforms and features, providing guidance on best practices and strategies for maximizing value.
6) Conduct periodic business reviews with clients and internal leadership, providing insights into system usage, relationship health, and growth opportunities.
7) Identify opportunities for contract renewals, upsells, and cross-sells, collaborating with sales and account management teams to drive revenue growth.
8) Keep clients informed of product updates, industry trends, and best practices through regular communication channels, including webinars, newsletters, and training sessions.
9) Monitor key performance metrics related to client engagement, satisfaction, and usage, providing regular reports and insights to internal stakeholders. Conduct periodic reviews of the relationship with the client and the LauraMac line of business leadership.
10) Support product development efforts by providing user acceptance testing and feedback.
Qualifications:
Bachelor's degree in business, marketing, finance, related field, or equivalent experience.
3+ years of experience in client success, account management, or related roles, preferably within the mortgage or financial services industry.
Strong understanding of mortgage technology solutions.
Excellent communication, interpersonal, and presentation skills.
Proven track record of building and maintaining relationships.
Strong project and time management skills.
Ability to thrive in a fast-paced, entrepreneurial environment.
Results-driven mindset with a focus on exceeding client expectations and driving business outcomes.
Mortgage experience with subject matter expertise preferred in:
Secondary Marketing Loan Acquisitions
Mortgage Capital Markets
Post-Closing Operations/Correspondent Operations
Regulatory compliance testing (TRID and Pre-TRID)
Document recognition and data extraction
Data Integrity and Reporting