Head of Client Relations

1 week ago


Coraopolis Pennsylvania, United States Mortgage Connect Full time

Overview:

Job Title:
Head of Client Relations

Department:
Sales

Reports to:
Senior Vice President, Corporate Strategy

Position Summary:

Key Responsibilities:

1. Engage with clients at a senior level, leading discussions and driving strategic conversations.

2. Serve as a cross-functional communication leader, facilitating collaboration across various business channels.

3. Spearhead enterprise-wide initiatives, fostering synergies between different operational areas.

4. Monitor and analyze key account metrics, ensuring alignment with business objectives.

5. Implement tall bar reporting, focusing on volume trends, service levels, escalations, remediation, and revenue generation.

6. Oversee the onboarding process, collaborating with clients, internal IT teams, and operational units to ensure a seamless transition.

7. Complete onboarding questionnaires, workflows, internal setups/configurations, and pricing agreements.

8. Track service levels to guarantee operational units meet client expectations.

9. Develop client-specific scorecards and routine reports to communicate performance metrics.

10. Assist with high-priority requests or issue escalations as necessary.

11. Collaborate with Executive Management to address client inquiries and concerns.

12. Prepare and submit status reports to Executive Management regarding all relevant clients.

13. Coordinate client conference calls, including agendas and minutes, while working with operational units to resolve action items.

14. Act as the primary point of contact for all strategic matters related to clients.

15. Cultivate and maintain robust, long-lasting relationships with clients.

16. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.

17. Ensure timely and successful delivery of solutions tailored to customer needs and objectives.

18. Clearly communicate the progress of monthly and quarterly initiatives to both internal and external stakeholders.

19. Identify and nurture growth opportunities within existing customer accounts, collaborating with sales teams to achieve growth targets.

20. Establish productive, professional relationships with key personnel in assigned customer accounts.

21. Coordinate the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customer expectations.

22. Meet assigned targets for all tasks and strategic objectives within designated accounts.

23. Proactively assess, clarify, and validate customer needs on an ongoing basis.

24. Lead solution development efforts that effectively address customer needs while coordinating the involvement of all necessary company personnel.

25. Maintain updates in SalesForce.

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