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24 May 2022

Full-Time Customer Success Manager

BKInc2018 – Posted by BKInc2018 Anywhere

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.

JOB FAMILY DESCRIPTION

Primarily accountable for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and management of churn risk. Performs routine health checks and assist with business value assessments to ensure our customers get the most return on their investment with us. Supports renewal, upsell and c ross sell activities on a targeted basis with the support of leadership. Completes various client consulting engagements centered on Surefire’s Mortgage marketing automaton platform best practices and implementation activities. Serves as a liaison between the customer, users, and consultants.

GENERAL DUTIES & RESPONSIBILITIES

  • Proactively manage a portfolio of assigned customers with a focus on adoption, retention and expansion
  • Complies and analyzes customer data to develop account plans for top customers
  • Serve as the primary point of contact post implementation
  • Interviews, observes and gathers relevant client data in order to provide business and system application training, and perform problem analysis and determine solutions to client issues.
  • Navigate complex organizations and identify key executives to build relationships with
  • Demonstrate product value to the customer
  • Proactively identify and resolve account success blockers that may arise
  • Orchestrate discussions with senior leaders around their business needs
  • Partner with internal team to align with the customer’s business case and strategy.
  • Act as the voice of the customer and collect feedback to drive continuous improvement
  • Monitors and reviews key client activities on a regular basis, making recommendations, both verbal and written, to clients with regard to the implementation of data, best practice operational improvements, training needs, reengineered processes, system optimization and other related opportunities.
  • Develops professional and positive client relations, facilitate Contract Renewals, and foster an ongoing Black Knight relationship.
  • Markets Black Knight Professional Services, as well as represents other Black Knight products and services to our client base.
  • Develops and modifies procedures, flowcharts and other consulting materials to achieve greater efficiencies and to solve the most complex problems related to clients’ Black Knight products.
  • Assists other Black Knight departments by providing professional and industry expertise as needed.
  • Proactively reaches out to client to discuss upcoming product changes that may affect the client’s operations.
  • May play a key role in the training of client and internal personnel on product enhancements, new systems, or procedures.
  • Consults directly with the client and may require occasional travel.
  • Performs other related duties as required.

EDUCATIONAL GUIDELINES

Bachelor’s degree or the equivalent combination of education, training, or work experience.

ADDITIONAL EXPERIENCE REQUIREMENTS

  • Prior Mortgage or Home Equity Servicing and Marketing experience highly preferred
  • Experience in a Customer Success Manager or similar role
  • Strong Customer Service background working with marketing teams or executives required
  • Customer Success experience in a SaaS organization preferred
  • CRM experience is a huge plus

GENERAL KNOWLEDGE, SKILLS & ABILITIES

  • Exceptional verbal and written communication skills. Ability to persuade, relate to, and communicate effectively with all levels of client personnel, from the CEO to line level staff, in an organized and professional manner
  • Exceptional interpersonal skills and a demonstrated ability to interact with both external and internal customers, establishing and maintaining effective working relationships
  • Knowledgeable in the use of personal computers and able to use multiple PC software systems (MS Word, Excel, PowerPoint, Visio, etc. and project management software)
  • Excellent problem solving and analysis skills. Resourceful and proactive in gathering information and sharing ideas.
  • Must be able to function well as an independent contributor and as part of a team. Strong time management skills, attention to detail, and resourcefulness
  • Strong knowledge of financial and/or loan processing services technology, including systems, applications, practices, and emerging technologies. Ability to quickly become proficient with new technologies
  • Ability to utilize judgment in decision making process and decisions related to job tasks, including estimating work effort for project sub-plans or small projects to ensure the project is completed effectively and efficiently
  • Client relationship management skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients
  • Ability to work in a fast paced, changing environment with minimal direction.
  • Strong analytical skills used to determine client business needs and requirements

Product Consultant I

Entry-level professional role. Moderate skills with moderate level of proficiency. Works under immediate supervision with limited latitude for independent judgment. Identifies non-routine issues and routes/escalates to appropriate team member. Supports lower-complexity products and/or services and has an introductory knowledge of some Black Knight products and services offered to the assigned client, customer, etc. Works on a few concurrent projects of low to medium complexity. Is an active team member, contributes to more complex projects under direct supervision to gain additional experience, shares ideas and suggests process improvements appropriate for level of experience. Consults with senior peers on processes to learn through experience. Typically requires one to three (1-3) years of experience in a product support role, with a minimum of two (2) years of industry and Black Knight product experience preferred.

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.

Job Types: Full-Time.

Job expires in 52 days.

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