Client Success Manager

WHO WE ARE:

Xactus (pronounced ‘Zac-tus') is the leading verification innovator for the mortgage industry. We have over 6,500 clients ranging from the largest bank and non-bank mortgage originators to credit unions and mortgage brokers. With 2 operation centers across the U.S., Xactus works closely with our clients to digitally integrate a 360° approach to verification across their workflows. As a result, lenders can easily access the technology necessary to meet consumer demands for a modern mortgage experience with industry-leading speed, reliability, and accuracy - while also closing more loans more quickly with greater profitability.

We provide a friendly work environment while also providing many opportunities for you to enhance your skills. We have a top-notch financial leadership team who prioritizes building talent. If you are curious and searching for a change that will be fun and rewarding, please reach out to us! We would love to have you on our team!

WHO YOU ARE:

You are a career-minded, driven individual who is looking for a position that challenges you and supports your professional development.

THE BENEFITS WE OFFER:

A friendly, supportive environment which is highly rated by Xactus employees. Feedback from our employees says: 'The people I work with treat each other with respect,' 'I feel accepted by my coworkers,' and 'The person I report to cares about me as a person.'

Xactus offers medical, vision and dental insurances, bonus programs, fitness reimbursement and other healthy life-style programs through our benefits carrier, 401k plan with a company match, short and long-term disability, life insurance, accident and critical illness insurance, health savings account, flexible spending account, employee assistance program, legal services, employee discounts and more.

SUMMARY:

A Client Success Manager is a strategic partner for our lender partners throughout the lifespan of the relationship. This role aligns closely and work cohesively with Strategic Account Manager to effectively deliver a positive customer experience and to foster productive relationships with key business executives and stakeholders. They focus on building brand loyalty to ensure long- term client retention by presenting product information, addressing customer issues, and helping the sales team with upsells and renewals.

ESSENTIAL FUNCTIONS:

The following is a list of essential functions, which is subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function based on business needs or at its sole discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Maximize business potential through strong relationship-management and consultative sales techniques • Assist clients as needed with setting up and navigating programs or software associated with a product or service • Seek to promote the value of the product, upsell services and products with brand image, and promote value through the client experience • Collaborate with SAEs and Compliance to ensure account set-up paperwork is complete and accurate. Some support functions such as preparing correspondence, scheduling meetings, and organizing program/project initiatives for new lender partner clients Conduct new client introductions, implementation calls, and trainings in coordination with SAEs • Collaborates with internal team members to maximize opportunities for new client business, promote effective communication, and increase lender partner retention through the delivery of an exemplary client experience throughout the lifespan of the relationship • Proactively assess a client’s needs, and collaborate on resolving customer complaints/concerns, while acting as a conduit with sales and internal departments to provide an exceptional client experience • Optimize existing processes within the company and actively enhance all Client Success initiatives

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree required • 3 years of Mortgage Industry experience required • Minimum of 3-5 years of experience in a customer success position strongly preferred

SKILLS AND COMPETENCIES:

• Strong written and verbal communication skills • Ability to engage and collaborate with executives and other team members. • Strong presentation and training skills • Highly organized, demonstrating a proficiency in project planning skills, including the ability to organize, prioritize, and control job responsibilities • Strong analytical and critical thinking skills with the ability to trouble-shoot problems quickly and effectively • Ability to identify and offer technical solutions to unique client problems / obstacles • Detail oriented, demonstrating awareness of the minute details of a project or task • Strong working knowledge of office software such as PowerPoint, MS Word, MS Excel

WORKING CONDITIONS:

• Traditional office environment with low-to-moderate office noise (computers, phones and business conversations). The position may be remote from main offices • May require occasional travel • May require flexibility in hours

PHYSICAL DEMANDS:

Xactus promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and team members. Please contact your supervisor with questions regarding the physical demands of this position. • Lifting/carrying up to 10 lbs. • Manual dexterity for computer work • Speaking, hearing and vision are required to perform essential functions

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH XACTUS:

If applying for a position at Xactus, candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States. Xactus does not provide visa sponsorship at this time.

If hired to work at Xactus, employment is contingent upon successful completion of required background checks (including but not limited to federal and state criminal history checks, employment history verification, education verification, credit history check) and pre-employment drug screening.

No agency submissions, please. We do not accept unsolicited resumes from third-party recruiters.