Director, Elevated Client Services

Overview

Job Purpose

Director, Elevated Client Services is a strategic leadership role responsible for overseeing client-facing operations, ensuring client satisfaction, and driving the execution of client strategies. This role serves as a key point of escalation and leads a team dedicated to delivering exceptional service and operational excellence.

Responsibilities

• Client Relationship Management
• Serve as the senior point of contact for key client relationships.
• Ensure high levels of client satisfaction through proactive engagement and issue resolution.
• Opportunity to shape a premium, differentiated service model in a leading mortgage technology partnership offering
• Act as the primary escalation point for client concerns, ensuring timely and effective resolution.
• High visibility with executive leadership and top-tier clients
• Strategic Oversight
• Oversee the development and execution of client strategies aligned with business objectives.
• Collaborate with cross-functional teams to ensure client goals are met and exceeded.
• Strong track record of driving business outcomes, not just service delivery
• Experience aligning client strategy with technology platform capabilities and roadmap
• Monitor client performance metrics and identify opportunities for improvement.
• Operational Leadership
• Lead and manage an Elevated Client Services team, including hiring, training, and performance management.
• Develop and implement operational processes that enhance service delivery and efficiency.
• Ensure compliance with internal policies and client contractual obligations.
• Client-Facing Engagement
• Represent the organization in client meetings, presentations, and strategic planning sessions.
• Foster long-term partnerships through trust, transparency, and consistent communication.
• Translate client needs into actionable plans and ensure alignment across internal teams.
• Team Development & Collaboration
• Mentor and develop staff to build a high-performing, client-focused team.
• Promote a culture of accountability, continuous improvement, and client advocacy.
• Facilitate collaboration between departments to support seamless client experiences.
• Additional
  
  Responsibilities & Requirements:
  • Work effectively in a fast-paced, dynamic environment and remain composed under pressure.
  • Manage multiple priorities and deliver results within tight deadlines.
  • May require occasional travel to client sites, industry events, or company offices.
  • Perform other related duties as assigned to support departmental and organizational goals.
• Partner Network Management (Premium Service Model)
  • Demonstrated ability to build, govern, and scale high-performing services for Partner networks
  • Drive strategic partner alignment to client outcomes, ensuring partners can operate with a premium service model supporting their unique needs.
  • Develop partner strategies to optimize coverage, expertise, and client impact within the mortgage origination ecosystem.
  • Assist in performance management, enablement, and continuous improvement programs to elevate partner capabilities, drive client satisfaction, and protect brand reputation.

Knowledge and Experience

• 7+ years of experience in a client-facing role, with a demonstrated track record of managing executive-level relationships, handling escalations, and driving client satisfaction in a fast-paced environment.
• Knowledge of ICE Mortgage Technology products and the mortgage origination ecosystem preferred;
  
  Proficiency with Salesforce and familiarity with Service Now
• Proven ability to develop and execute client strategies aligned with business objectives, with experience translating client needs into actionable plans and measuring outcomes through KPIs and performance metrics.
• Strong commercial acumen, including experience contributing to revenue growth, renewals, and expansion targets, with familiarity with SaaS financial metrics such as ARR, NRR, and churn.
• Leadership experience managing and developing high-performing, client-focused teams, including hiring, coaching, and performance management in a matrixed organization.
• Operational excellence mindset with experience designing and improving service delivery workflows; familiarity with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.

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