Senior Manager, Client Account Services

• Act as a resource for less tenured representatives on administrative functions
• Identify administrative functions that can be automated with leadership
• Coach, train, and mentor less tenured client account services team members
• Manage client services members and their accounts to ensure customer satisfaction
• Monitor client requests, projects, and issues and drive them to resolution
• Provide feedback and workload, request, and meeting management strategies
• Lead teams to ensure awareness of key initiatives, products, and processes
• Set clear objectives and communicate expectations to team members
• Lead or participate in internal projects and project implementations
• Support Salesforce template tasks and documentation
• Coordinate build-specific activities and vet template tasks related to build releases
• Serve as a subject matter expert for client and Cotality projects
• Perform quality assurance audits of queued tasks and provide feedback on best practices
• Act as an escalation point for direct reports and resolve client escalations
• Provide timely and consistent updates to clients and internal stakeholders through resolution
• Identify required people and resources and establish execution plans
• Ensure root cause analysis for failures and communicate tailored post-resolution information to clients
• Drive process improvement through business process definition and system alignment

Requirements

• Bachelor’s degree or equivalent experience with a focus in the IT Industry or related field, or 5+ years’ working experience in product implementation or a technical client support role
• Prior leadership experience coaching and developing team members effectively
• Strong critical thinking and problem‑solving skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with all levels of the organization
• Ability to parse required details from client requests
• Technical project management/coordination skills
• Ability to make high-quality business decisions based on analysis, experience, and judgment
• Ability to immediately adapt to changing requirements and conditions
• Ability to understand clients’ business needs/requirements and communicate issues to a range of audience members
• Experience with SQL and/or a programming language is strongly desired
• Experience with input forms, rules, tables, reading error codes, and JIPS
• Familiarity with real estate concepts is strongly desired

Core Competencies

Demonstrates expertise in technical project management and client support, with a strong focus on coaching and mentoring team members. Proficient in process improvement and effective communication across all organizational levels.

Highest-signal resume keywords

• Technical Project Management
• Coaching And Mentoring
• SQL Experience
• Critical Thinking
• Client Relationship Management

Hard Skills

• Technical Project Management
• SQL
• Programming Language
• Quality Assurance Audits
• Business Process Definition
• Root Cause Analysis
• Error Code Reading
• Input Forms
• JIPS

Soft Skills

• Coaching
• Problem‑Solving
• Communication
• Adaptability
• Team Leadership

Industry Keywords

• IT Industry
• Client Account Services
• Real Estate Concepts
• Process Improvement
• Client Escalation Management

Tools & Technologies

• Salesforce