Client Management Director

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Act as the main executive point of contact for designated clients and cultivate enduring partnerships.

• Grasp client business goals, operational priorities, and strategic initiatives.

• Facilitate regular business reviews, governance meetings, and discussions at the executive level.

• Manage client expectations and address escalated issues effectively.

• Identify opportunities for cross-selling, upselling, and additional service solutions.

• Collaborate with Business Development and Executive Leadership on client retention strategies and revenue enhancement.

• Create account plans that align with both client objectives and Selene's strategic goals.

• Track industry trends, client challenges, and market opportunities.

• Partner with Servicing, Default, Operations, Compliance, Technology, Finance, and other departments to ensure effective service delivery.

• Drive continuous improvement initiatives using client feedback, operational metrics, and service performance data.

• Ensure compliance with service-level agreements, contractual obligations, and performance expectations.

• Oversee client onboarding and transition processes.

• Formulate client engagement and communication strategies.

• Lead, mentor, and develop Client Relationship Managers and other client-facing professionals.

• Set performance objectives, track metrics, and provide coaching and constructive feedback.

• Assist in succession planning and talent development efforts.

• Ensure that client interactions, reporting, and servicing activities adhere to regulatory requirements, investor guidelines, contractual obligations, and company policies.

• Collaborate with Compliance and Risk Management to identify, escalate, and mitigate client-related risks.

• Maintain precise client documentation in CRM systems and reporting platforms.

⛳️ Requirements

• Bachelor's degree in Business, Finance, Accounting, Economics, or a related discipline.

• Over 8 years of progressive experience in client relationship management, account management, mortgage servicing, financial services, or a comparable field.

• Proven success in managing complex enterprise client relationships and strategic accounts.

• Strong knowledge of mortgage servicing operations, investor requirements, servicing performance metrics, and regulatory expectations.

• Excellent communication, presentation, negotiation, and relationship-building skills.

• Strong analytical and problem-solving skills with a background in utilizing performance data to inform decision-making.

• Experience with CRM platforms and client management tools.

• Preferred: MBA or another advanced business degree.

• Preferred: Experience in the mortgage servicing industry with banks, servicers, investors, GSEs, or subservicing organizations.

• Preferred: Experience leading executive business reviews and managing C-level client relationships.

• Preferred: Proven history of revenue growth, client retention, and account expansion initiatives.

• Preferred: Previous leadership experience managing and developing client-facing teams.

🏝️ Benefits

• Paid Time Off (PTO)

• Medical, Dental & Vision coverage

• Employee Assistance Program

• Flexible Spending Account

• Health Savings Account

• Paid Holidays

• Company-paid Life Insurance

• Matching 401(k) Plan