RiskExec Client Success Manager

Asurity Technologies

Asurity Technologies, delivers SaaS solutions for residential mortgage lenders. We apply industry leading technology and regulatory expertise to help make the lending process more cost effective, timely, and compliant. Asurity Technologies offerings include:

• RiskExec, a leading browser-based suite of tools for achieving excellence in HMDA, CRA and Fair Lending compliance.

• AsurityDocs, a SaaS-based provider of dynamically generated, compliant mortgage document disclosures and closing documents.

• AsurityServices, providing fully outsourced closing services and regulatory expertise.

RiskExec Client Success Manager

The RiskExec Client Success Manager will be an integral member of the RiskExec team, owning the entire client lifecycle, from pre-sale support to implementation and through the client’s lifespan with the product. The ideal candidate will have a deep understanding of the mortgage and lending industry, a background in client management supporting enterprise customers, with strong project management skills and demonstrated experience with the software development life cycle. The role requires cross-functional collaboration, and the ideal candidate is someone who operates effectively in a fast-paced environment, demonstrates leadership, maintains composure, and has superb communication skills. 

Key Tasks and Responsibilities

Implementation

• Manage the execution of the RiskExec product implementation in compliance with their contract requirements 

• Develop a strategy for managing the timeline and resourcing across multiple, concurrent projects with multiple deliverables and components across a varying timescale, in conjunction with the client and internal teams. Specific project management activities will include detailed planning, status tracking, monitoring and reporting; and internal and external communication

• Ability to assess and resolve risks and issues associated with implementation process 

Client Management

• Develop and maintain in-depth industry knowledge and expertise regarding all RiskExec products, services, and delivery processes, with used by Asurity clients;

• Prepare for and conduct regular, recurring (weekly, biweekly, monthly, quarterly, etc.) client conference calls and meetings to manage expectations and drive completion of delivery activities and effectively resolve issues throughout the client lifecycle (kickoff, implementation, maintenance);

• Work with clients during onboarding to develop mutual expectations of the RiskExec/client relationship relative to the client’s individual needs

• Be the main point of contact for client service issues to address questions and concerns 

• Plan and coordinate client events with involvement from marketing

• Increase clients’ usage and product knowledge by conducting webinars and trainings, recorded demos, drafting documentation, and attending conferences

• Comfortable with having difficult conversations

• Anticipate problems before the happen and communicate the possible impact to the RiskExec team for resolution.

• Proactively look for opportunities to create operational improvements that will increase value

• Understand how to effectively manage different types of engagements and clients in a fast paced environment

• Foster teamwork by working cross-functionally to prioritize client needs and business requirements

• Collaborate with partners and cross-functional teams to identify and understand issues and proactively seek solutions

Project Management/Business Analyst

• Track, manage, and communicate a project’s planned activities to ensure clarity for both clients and internal stakeholders around important milestones 

• Conduct thorough research into client requests and work with the RiskExec team to define the request and prioritize on the product roadmap 

• Effectively communicate the value of client requests to technical and non-technical teams

• Draft internal and external communications regarding product releases and relevant industry news

• Identify, organize, and define functional and system requirements

• Document how the client will interact with the system through recordings and the user manual

• Work with QA resources and development teams to test and document the results of client enhancements and bug fixes during a sprint cycle

Technical Support

• Receive and respond to client requests on a timely basis, serving as a liaison between clients and Asurity teams to ensure RiskExec clients can effectively utilize Riskexex tools and services 

• Be flexible and willing to provide backup support to the technical support team during high peak periods 

What We Care About

• Able to thrive in a challenging environment

• Able to deliver excellent service and deliverables

• Able to innovate with ideas and practice

• Able to work independently with little supervision

• Able to collaborate with clients and internal stakeholders 

Desired Skills and Experience

• 5-10 years of professional experience which includes at minimum 1 years in each of the following areas 2) Software Implementation, 3) Project Management, 1) Client Relationship Management

• Be meticulously detail-­oriented with the ability to multitask, manage client expectations and align internal resources for quality and timely delivery of projects

• Natural ability to think several steps ahead of the client and take proactive steps to address roadblocks and issues

• A track record of being a team player and leader with strong interpersonal and communications skills

• Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions

• Familiarity with agile development methodologies is a plus.

• Business systems analysis experience is a plus.