Offer summary

Qualifications:

Proven experience in account management or sales within the Financial Technology industry., Excellent communication and organizational skills., Technical aptitude with a strong desire to learn about the product and advocate for customers., Proficiency in Microsoft Office Suite and experience with Salesforce (CRM)..

Key responsibilities:

Manage a large portfolio of client accounts as the primary point of contact.

Work to retain at-risk customers and ensure they receive value from the product.

Conduct meetings and events to educate customers on products and services.

Gather customer feedback and analyze data to identify growth opportunities.

Job description

FirstClose is an innovative, dynamic and leading finance technology provider that designs, develops, and delivers best-in-class nationwide property & borrower data intelligence and settlement services to financial institutions in real estate and mortgage lending. Our innovative platform (a proprietary Software-as-a-Service application (SaaS)) has streamlined the loan process for over 400 lending institutions by directly integrating with existing loan origination systems to deliver instant property data, valuation, title, and settlement services, all in one place efficiently. Our mission is to empower lenders and their borrowers with cutting-edge solutions, enhance efficiency and drive success in the ever-evolving mortgage industry. We are continually growing and evolving.

FirstClose operates on five core values: 1) Clients First - Focus on the market and needs of our clients. 2) Accountability - Be the change you seek, 3) Passion - Develop new ways to do things. 4) Respect - Build a culture of trust and transparency. 5) Engagement - Foster inclusion and collaboration.

Account Manager Job Description

Position Overview

The Account Management role is responsible for developing customer relationships that promote retention and loyalty. As an Account Manager, you will establish and maintain strong, long-term relationships with a large portfolio of clients. In addition to retaining clients, this position is also responsible for identifying growth opportunities, ensuring client success, and delivering innovative solutions that align with our clients’ strategic objectives.

The role works closely with assigned customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The Account Manager is an advocate for the customer and is responsible for providing FirstClose with the voice of the customer.

Responsibilities

Manage a large portfolio of client accounts, serving as the primary point of contact.
Work to retain at-risk assigned customers and is measured on their customer’s retention rate.
Ensure all assigned customers are fully engaged and get the value they expect from the product.
Execute meetings and events to educate and guide customers on products and services and their benefits to support customer buying selection.
Clearly communicate customer initiative(s) progress to internal and external stakeholders.
Clearly communicate FirstClose initiative(s) progress to clients.
Liaise between the customer and internal teams (support, product, IT, finance and sales) to effectively communicate client business objectives.
Gather feedback from customers and analyze customer data to identify areas to increase user adoption, and potential revenue.
Conduct research to identify cross-and-up-sell growth opportunities within client’s organization.
Thoroughly understand each customer’s contract, including subscriptions, monthly minimums, renewal terms and more.
Act as a client advocate which may include giving input into process improvements, product setup or additional add-on tools to boost productivity.
Ensure clients are aware of product releases, specifically new features and functionality to increase stickiness and drive usage.

Responsibilities continued…

Meet with assigned customers on a recurring basis, including personal onsite visits to customers' offices and conferences, quarterly account/business reviews, and recurring touch points throughout the month.
Weave the web within the client’s organization to understand other areas, including but not limited to first mortgage and capital markets.
Escalate client-related issues as appropriate.
Clearly communicate with and updates clients when service disruptions take place.
Update and document activities for their accounts into Salesforce in an accurate and timely manner.
Work with other department team members to help resolve assigned customers' request/issues.
Track revenue growth and volume transactions and ramp up opportunities in Salesforce accordingly.
Follow procedures that optimize the customer’s experience.
As requested by finance, review monthly invoices before delivery to customers.
As requested, assist the finance team with securing payment for outstanding invoices.

Experience and Skills

Proven experience in account management, sales, or a similar role within the Financial Technology industry.
Excellent communication organizational skills.
Technical aptitude and ability to become an expert in the product(s) being sold.
Desire to learn in-depth knowledge of the customer and to advocate on their behalf.
Knowledge of customer service practices.
Proficient in Microsoft Office Suite
Experience with Salesforce (CRM).

Compensation