Client Experience Manager I

LOCATION
This job is fully remote eligible within the United States. Local candidates to Plano, TX have a hybrid schedule with flexibility to work remote up to three days per week.
Summary
Serves as a team contributor on the Optimal Blue Client Services team responsible for relationship management and day-to-day needs for an assigned set of existing PPE clients. Acts independently or as a member of a team responsible for providing technical guidance specific to the Optimal Blue Product and Pricing Engine.
Responsibilities

• Serves as liaison between end-users and Optimal Blue to meet specific client requirements.
• Converse proactively with clients via phone, email, & live chat addressing questions, problems, & ongoing training.
• Analyzes system impacts to client environments and procedures and provides recommendations on best practices and changes in technology accordingly.
• May play a key role in the training of client personnel on enhancements, new systems, or procedures.
• Converse proactively with clients via phone, email, & live chat addressing questions, problems, & ongoing training.
• Build and manage relationships with clients with a high level of customer service. This role ensures all clients' needs are being met and serves as an escalation point for day-to-day support issues.
• Manage client projects such as integration changes, site optimizations, client business changes, and new product implementations.
• Proactively provide clients with helpful information/best practices regarding the system and how to use the system to its full capability.
• Stay informed on new release changes, new products, and industry trends.
• Track and identify business trends that could result in potential jeopardy.
• Create solutions for out of the box client needs.
• Available for travel for customer on-sites/executive meetings and conferences (approximately 15% of the time including overnight stays).
• Performs other related duties as assigned.

Minimum Requirements

• Bachelor's degree or the equivalent combination of education, training, or work experience.
• Requires 0 - 3+ years of demonstrated business experience & demonstrated technical capabilities.

Preferred Qualifications

• At least two years' experience in the residential mortgage industry.
• Secondary marketing experience a plus.
• Knowledge of Optimal Blue products, services, and capabilities.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization.
• Exceptional customer service skills that build high levels of client satisfaction for internal and external clients.
• Excellent analytical, decision-making, problem-solving, interpersonal, team, & time management skills.
• Outstanding interpersonal skills with a "Get it Done" attitude.
• Proven customer service and relationship management skills.
• Tech Savvy! Ability to learn new technology quickly, teach others to use technology and willingness to always be learning. Basic to advanced computer skills including ability to use Teams, screensharing, and other collaboration technologies.
• Familiarity and understanding of the loan process from origination to sale.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.
Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.
Business Unit:
OB - Product & Pricing Engine (PPE)
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