Sr. Client Manager- Remote Opportunity

Who We Are

Join a team that puts its People First! First American Docutech offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eight consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

The Client Management team is responsible for managing client accounts, providing operational and technical client support, and building strong relationships, ensuring client success in utilizing First American products and services. Has a strong technical aptitude which is used to troubleshoot and solution a wide range of issues and is the central point of contact between extended internal support teams and clients, which include large lenders.

The Senior Client Manager is responsible for assigned client accounts and resolving more complex issues. This level has an extremely strong technical aptitude and broad knowledge of products and services used to resolve a wide range of issues.

What You'll Do

• Establish productive, professional relationships with key contacts, which may include senior management, in assigned client accounts.
• Responsible for owning the client relationship, which includes operational and technical client support backed by additional resources across the organization.
• Accountable for deep understanding of client system configurations, fields and data mappings, and the support and maintenance of such.
• Ensure successful execution of client sponsored projects and initiatives.
• Analyze MISMO XML Data Files generated from Loan Origination Systems (LOS).
• Support the maintenance, creation & customization of client's document library.
• Become product expert and communicate requirements to Product Management for product enhancements.
• Proactively assess, clarify, and validate client needs on an ongoing basis.
• Ability to understand and communicate technical aspects of enhancements and new requirements.
• Manage, track, and resolve issues submitted via task management platform.
• Troubleshoot and solution client's operational and technical issues, communicating and documenting requirements, testing plans, and projected timelines.
• Successfully complete testing of solutions prior to providing to client.
• Coordinate and assist with implementing new products and features.
• Partner with required departments across organization, including support, services and management resources, in order to meet account performance objectives and clients' expectations.
• Works closely with the Client Success Executive (CSE) team to ensure client satisfaction and problem resolution.
• Mentor and assist team members with day to day activities as needed.

What You'll Bring

• Excellent verbal and written communication skills
• Experience with MISMO XML Data Files and Loan Origination Systems
• Strong analytical and organizational skills
• Strong technical aptitude
• Ability to work in a fast-paced environment while meeting deadlines and deliver high quality results
• Generally requires BA/BS Degree or equivalent work experience
• Typically has 8+ years of directly related experience; Mortgage industry and/or mortgage technology experience preferred. Previous client management and/or people management experience preferred

Salary Range: $57,200.00 - $101,600.00 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.