Job Description

Role and Responsibilities

We’re looking for a Client Success Manager to join our high-performing customer success organization. This is a great opportunity for an experienced CSM, in this role you are our primary client facing teammate responsible for stewarding clients through initial implementation and platform adoption, providing outstanding ongoing support, and protecting and growing client relationships with renewals and expansions. comfortable consulting with senior executives.

You'll join a collaborative, fun team where everyone is active in the product development process. Our founders are lifelong entrepreneurs who have built and scaled companies in the past. At this stage of our company’s lifecycle, you will have the opportunity to make a critical impact in how our company grows and scales.

ROLES AND RESPONSIBILITIES:

· Assist in the early engagement cycle by leading product demos and address prospect questions.

· Work with clients to obtain a better understanding of their business case.

· Work with engineering teams to make product demos more relevant to client context.

· Scheduling and facilitating client meetings for site configuration and delivery;

· Managing and tracking progress on client deliverables;

· Reviewing client sites and usage metrics to proactively identify issues;

· Working with client staff to encourage platform adoption and usage;

· Reviewing and responding to support tickets and other client correspondence;

· Working with technical resources to address client issues and verify solutions;

· Ensuring timely renewal of client subscriptions;

· Identifying opportunities to expand client subscriptions to meet additional data needs; and

· Surfacing client feedback and needs to product management.

· Project Management:

• Develop project scopes and objectives, involving all relevant stakeholders, ensuring technical feasibility
• Use appropriate verification techniques to manage changes in project scope, schedule and costs
• Perform risk management to minimize project risks
• Monitor project progress by tracking activities, resolving problems, publishing progress reports, and recommending actions
• Validate resource requirements and develop cost estimate models
• Assume responsibility for project tasks and ensure they are completed in a timely fashion
• Maintain and report project plan to stakeholders and executive team
• Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes
• A history of leading and supporting successful IT projects
• Excellent planning, organizational, and time management skills
• Fundamental analytical and conceptual thinking skills
• The ability to influence stakeholders and work closely with them to determine acceptable solutions
• PMP / Prince II certification is a plus

KEY SKILLSET

· Mortgage and Title Technology experience.

· Possess an ingrained commitment to providing excellent client service;

· Love to work with different kinds of people;

· Are attentive to detail;

· Enjoy the pace and variety of managing multiple priorities;

· Are skilled written and oral communicators;

· Like to understand how things work and aren’t shy about asking questions;

· Are interested in technology and data,

· Prefer a fun, collaborative work environment.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

· 1-2 years of experience as a Customer Service/ Project/Product Management.

· 4+ years of experience in a job in the Mortgage/Title Industry

· Demonstrated success implementing new clients.

· Experience creating and presenting product demos.

· Strong analytical skills with the ability to make data-driven decisions

· Excellent written and verbal communication skills

· Bachelor’s degree preferred

· Technical background experience preferred

· Excellent teamwork skills

· Proven ability to influence cross-functional teams without formal authority

· Examples and at least one sample of an effective document delivered in the past

Company Description

Avanze was founded in 2015 with core focus of providing consulting, outsourcing and technology services. We offer true “end-to-end” and customized component solutions for virtually any process with analytics and compliance; supported by domestic, offshore or hybrid delivery models. We offer ‘comprehensive’ and ‘customized component’ solutions for the mortgage industry with analytics and compliance; supported by domestic, offshore and hybrid delivery models. Avanze is growing! We are currently looking for multiple Recording Specialist to work in our Orlando, FL office. We offer exceptional benefits from your first day of employment.