Note: The job is a remote job and is open to candidates in USA. WineFetch is dedicated to guiding clients and fostering strong relationships to meet their business goals. The Client Success Manager plays a critical role in managing client relationships, ensuring retention and growth, and collaborating with various internal teams to align customer success initiatives with broader business objectives.
Responsibilities
- Serve as the primary point of contact for operational contacts, maintaining and growing client relationship while ensuring ongoing excellent customer service
- Build trusted advisor relationships with key operational leaders at client organizations
- Build, personalize, & deliver personalized quarterly business reviews (QBRs), sharing peer benchmark data, ROI updates, and efficiency opportunities
- Strategically focused on ensuring the overall success and retention of Optimal Blue clients
- Serves as a subject matter partner for clients utilizing Optimal Blue PPE, with a strong understanding of pricing, eligibility and workflow configuration
- Drives PPE adoption by identifying underutilized features, configuration gaps, and workflow inefficiencies
- Partners with clients to align PPE usage with business objectives but does not perform day-to-day client system administration or client support
- Monitors and assesses the health of client relationships through data, leading indicators, and direct engagement
- Formulates and manages an action plan to identify and manage client goals, as well as any challenges, risks and growth opportunities within the client account
- Own forecasting and prioritization for client renewals within assigned accounts
- Identify new business opportunities and collaborate with sales personnel for new Optimal Blue products or services
- Collaborate cross-functionally with internal teams (e.g., Sales, Marketing, Finance, Product, Services) to drive long-term healthy client relationships
- Represent the voice of the customer in leadership meetings, providing insight from clients to help prioritize product enhancement and bug fix requests
- Planning and executing webinars and virtual events to educate and engage customers using data driven insights to inform and organized tracking to maximize attendance and impact
- Heavy use of technology and automation tools (e.g., CRM, marketing automation, customer success platforms etc.) to streamline workflows and deliver client communications at scale
- Create referenceable customers through case studies, reference calls, and speaking engagements
- Stay informed about new release changes, new products, and industry trends
- Available for travel to customer on-sites, executive meetings, and conferences (approximately 15% of the time, including overnight stays)
- Perform other related duties as assigned
Skills
- Bachelor's degree or an equivalent combination of education, training, and work experience
- At least 3 years of experience in a client-facing role such as Client Success function, account management, consulting or client services role
- At least 3 years of experience in mortgage pricing and eligibility using a product and pricing engine
- Experience with Optimal Blue's Product and Pricing engine a definite plus
- Outstanding interpersonal skills with a 'Get it Done' attitude
- Ability to work in a fast-paced, dynamic environment
- Naturally curious and investigative
- Effective problem-solver and solution-finder
- Adaptable and able to handle changing circumstances with ease
- Driven by a strong internal motivation and competitive desire to succeed
- Maintains composure and stays calm under pressure
- Demonstrates excellent leadership, management, and coordination skills with a proactive approach
- Comfortable interacting with contacts at any level, including those from large enterprises
- Proficient in handling challenging clients or situations and driving mutually agreeable outcomes
- Committed to listening to and understanding diverse perspectives
- Experience working with mortgage lenders highly preferred
- Ability to execute commercial transactions, including pitching, negotiating, and closing deals
- Passionate about enhancing client experience and dedicated to customer satisfaction
- Enjoys the process of selling without necessarily focusing on selling a product
- Skilled in creating and delivering persuasive proposals and presentations
- Capable of synthesizing complex information and presenting it clearly and concisely
- Possesses a blend of business and technical acumen, able to contribute value in discussions on both technology and business strategy
Benefits
- Medical
- Dental
- Vision
- Basic life insurance
- Short/long term disability
- 401(k) participation (with company match)
- 10 days of vacation for new employees
- Sick time based on state requirements
- 8 Company-paid holidays
- 2 personal holidays per year
Company Overview