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26 Apr 2022

Full-Time Client Delivery Manager II

BKInc2018 Jacksonville, Florida, United States

Job Description

Job Description: 

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.


Responsible for overall Origination Technology (OT) Account Management relationship for one or more assigned OT clients. In addition responsible for ensuring ongoing service delivery for multiple Mortgage Origination Software products that are strategic to the enterprise. Accounts are existing clients that have a major strategic impact on the long-term success of the ente rprise. Serves as the primary account 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 cross functional teams in the delivery of continuous and effective implementation solutions. Identifies areas where continuous improvement or more service opportunities can be applied.


  • Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of mortgage originations software products and services to drive revenue.
  • Serves as the primary management contact and client liaison during delivery of implemented solutions, regardless of the client’s geographic location.
  • Maintains contact with client at an executive level, focusing on the strategic nature of the relationship and accountable for creating and achieving the Client Plan.
  • 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.
  • Oversees the delivery of continuous and effective services, and ensures Project completion within budget and in accordance with contract requirements.
  • Leads teams in the delivery of outsourced solutions to the strategic client.
  • Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Black Knight products or services through referrals.
  • Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.
  • Serves as the escalation point and direct contact for the client, performs regular routines and quarterly business reviews and presents client with additional products and services.
  • May travel up to 25% – 50%, primarily to client locations.


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


  • Proven knowledge to represent a wide variety of mortgage operations and origination software products to the client preferred
  • Proven track record in client relationship management, service delivery and/or the sales of technology products and services
  • Experience with an LOS (Empower preferred)
  • Financial Services or Mortgage industry experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge strongly preferred
  • Experience leading client software implementations programs or projects a plus
  • Experience executing on Statement of Work, working with client’s Senior Executives, and managing client accounts in the past a plus
  • Experience managing cross-functional teams a plus
  • 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, 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 Manager II

Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegate’s assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client’s business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relation ship. Authority for hire, fire, performance appraisal, and pay review decisions. Manages teams who deliver services {e.g., data center operations, application management, custom application development, etc.) to one or more strategic clients. Typically manages one to three strategic client relationships with delivery of moderate to complex services and with total annual revenue of less than $20 million USD. Typically requires at least ten (10) years of client management, related service delivery or sales experience with two (2) or more years of leadership responsibility.

Although target pay range may vary by work location, a representative pay range for Colorado residents is: $130,000 – $180,000. Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

Black Knight is an Equal Opportun ity/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.

How to Apply

Job Types: Full-Time.

Job expires in 12 days.

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