LOCATION: This role is fully remote eligible within the US. If located in Jacksonville, FL some onsite may be required. Please note, EST hours will be required for this position.

JOB FAMILY DESCRIPTION

Responsible for high-level relationship management and service delivery for digital software products for one or more assigned clients tha t is strategic to the enterprise. Utilizes technical product management skills to lead software teams building digital products for Black Knight. Accounts are target clients that have a major strategic impact on the long-term success of the enterprise. Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution. Oversees and leads teams in the delivery of continuous and effective outsourced solutions. Identifies areas where continuous improvement can be applied. Has profit and loss responsibilities.

GENERAL DUTIES & RESPONSIBILITIES

• Works directly with clients to optimize and deliver digital solutions into our client space.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution.
• Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.
• Works to maintain and grow the client relationship while ensuring ongoing customer service. Leads the sales effort for incremental revenue opportunities and contract renewals. Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Black Knight products or services.
• Oversees the delivery of continuous and effective services, and ensures Project completion within budget and in accordance with contract requirements.
• Manages technical aspects of projects and is responsible for oversight of vendors and subcontractors.
• Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.
• May travel up to 25%

EDUCATIONAL GUIDELINES

Bachelor’s or Master’s degree in Business, Computer Science, Information Systems or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Experience leading teams to build B2B consumer facing digital facing consumer products highly preferred
• Experience in the Mortgage, FinTech or Financial Services Industry highly preferred
• Experience in the Product Management discipline
• Ability to read JSON and/or REST API’s preferred
• Experience working in an Agile Software Development Life Cycle (SDCL) environment a plus
• Experience with work management tools such as TFS, Jira, or RTC a plus
• Experience working with Splunk a plus
• Proven knowledge to represent the enterprise’s entire range of products to the client and of the industry preferred
• Proven track record in client relationship management, service delivery and/or the sales of technology products and services
• Financial institution or Financial Services experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
• Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business
• Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction
• Displays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients
• Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise
• Demonstrates the ability to lead by example and motivate professional level staff
• Displays strong leadership qualities, decision making abilities, and strong business judgment
• Possesses strong personnel management skills

Client Delivery Director

Expert managerial role with strong leadership skills. Oversees multiple teams managing large, strategic client relationships with delivery of multiple, complex types of services. Leads the development and execution of strategic policies that affect immediate client operations and may have a broader impact to the division or enterprise. Interacts with senior management or executive levels within the enterprise as well as major client organizations. Oversees the resolution of issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and operations of the enterprise and the client’s business. Requires the ability to change the thinking of, or gain acceptance from, executive management in sensitive situations without damaging the relationship. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Authority for hire, fire, performance appraisal, and pay review decisions. Establishes operational objectives and work plans, and delegate’s assignments to subordinates. Oversees the development of standards, guidelines, direction and education on process/procedures for staff. Typically leads the management often or more strategic client relationships with total annual revenue of more than $100 million USD. Typically requires a minimum of fifteen (15) years in client management, sales, or the financial industry dealing with large financial institutions and a minimum of ten (10) years of experience in a leadership role.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.