Client Success Manager - Emerging and Inside Sales

Summary

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

Qualifications

Must Haves

• 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

Nice to Haves

• 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