Client Success Manager, Loan Trading

Company Overview:

LauraMac is a leading provider of innovative technology solutions for the mortgage industry. We specialize in developing cutting-edge software and platforms that streamline mortgage processes, enhance efficiency, and improve overall customer experience. Our mission is to empower mortgage professionals with the tools they need to thrive in today's rapidly evolving digital landscape.

Position Overview:

We are seeking a dynamic and customer-focused individual to join our team as a Client Success Manager. As a Client Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our valued clients. You will be responsible for building strong relationships, providing exceptional support, and driving adoption of our mortgage technology solutions. This position reports to the General Manager of the line of business. Full time, exempt.

Key Responsibilities:

1. Client Relationship Management: Cultivate and maintain strong relationships with key stakeholders at client organizations through a regular cadence of meetings with active clients who have successfully gone through the implementation process.

2. Client Onboarding and Training: Assist the implementation team with the onboarding process for new clients, ensuring a smooth transition and comprehensive training on our technology solutions.

3. Product Adoption and Engagement: Proactively engage with clients to drive adoption of our technology platforms and features, providing guidance on best practices and strategies for maximizing value.

4. Client Support and Issue Resolution: Serve as a liaison for client inquiries, issues, and escalations, providing timely and effective resolution to ensure client satisfaction.

5. Product Feedback and Advocacy: Gather client feedback and insights to inform product enhancements and roadmap decisions, advocating for client needs within the organization.

6. Renewal and Expansion Opportunities: Identify opportunities for contract renewals, upsells, and cross-sells, collaborating with sales and account management teams to drive revenue growth.

7. Client Communication and Education: Keep clients informed of product updates, industry trends, and best practices through regular communication channels, including webinars, newsletters, and training sessions.

8. Performance Tracking and Reporting: Monitor key performance metrics related to client engagement, satisfaction, and usage, providing regular reports and insights to internal stakeholders. Conduct a quarterly review of the relationship with the client and the LauraMac line of business leadership.

Qualifications:

• Bachelor's degree in business, marketing, finance, or related field.
• 3+ years of experience in Client Success, account management, or related roles, preferably within the mortgage or financial services industry.
• Strong understanding of mortgage lending processes and technology solutions.
• Excellent communication, interpersonal, and presentation skills.
• Proven track record of building and maintaining relationships with clients.
• 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 in with subject matter expertise preferred in:

• third party due diligence,
• secondary marketing / mortgage trading or correspondent operations
• servicing boarding
• document recognition and data extraction

Location:

• Remote

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan.
• Flexible work environment with opportunities for remote work.
• Ongoing training and professional development opportunities.
• Exciting company culture with team-building events and social activities.

Join Our Team:

If you are passionate about technology, customer success, and making a difference in the mortgage industry, we want to hear from you! Apply now to join our team as a Client Success Manager and help shape the future of mortgage technology.