Client Relations Manager Remote

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, Data & Analytics is a national provider of property‑centric information, analytics, risk management and valuation solutions. First American maintains and curates the industry’s largest property and ownership dataset with over 7 billion document images. Our major platforms and products include:
Data Tree, Fraud Guard, Regs Data, Tax Source and ACI. The First American Data & Analytics division boasts more than 20 patents and remains at the forefront of innovation – leveraging technology and data to deliver best‑in‑class decisioning solutions. Fueled by our industry‑leading data and using our technology and proprietary process, our solutions provide lenders, real estate and title companies with actionable insights – enabling them to make better, increasingly automated, decisions.

With offices in all major metropolitan areas, including California and New York, DNA teams work collaboratively from across the country. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential.

Our inclusive, people‑first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

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Job Description

Summary:

Acts as the primary interface between the company and Client, post Sales. Focused on building and maintaining strong relationships with the client, operations and sales. Identifies potential business opportunities. Works with client management, sales and operations to prioritize and integrate those opportunities into the account plan.

• Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on‑going service issues and service successes.

• Request items for discussion and deliver documented agenda a day prior to scheduled call.

• Maintain documentation that outlines the client’s organization, interaction history and customized process changes; modifications, enhancements and/or deletions.

• Travel to client locations for onsite client visits monthly. Accompany sales and operations as needed.

• Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.

• Identify potential needs or process improvements that might enhance the client experience and improve overall performance.

• Identify and schedule reports that track all aspects of client business.

• Create an Action Plan and document recurring or unresolved service issues as reported by clients. Review internally with operations, update plan and customers accordingly. Responsible to follow up on late and/or incomplete items.

• Document any written or verbal concerns shared by a client in Salesforce and notify appropriate teams. Provide updates as requested by the client. (frequency may vary)

• Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.

• Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up along with the Sr. Operations Manager.

• Monitor reports to ensure all processes and workflows are accurate.

• Partner with Marketing/Training team to create or update training material for new client or new system, product or process and coordinate, schedule and facilitate training as needed for client and/or Operations team.

• Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the…