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Client Services Consultant

hace 2 meses

Tijuana, Baja California, México Zventus A tiempo completo
  • About the Role:
    • We are seeking a skilled Client Services Consultant to join our team at Zventus. This individual will be responsible for executing integration and onboarding plans for new and existing customers.
    • The ideal candidate will have a strong understanding of the residential mortgage lending process and workflow, as well as experience with order management software.

Main Responsibilities:

  • Manages project plan and onboarding process for new customer implementations as assigned
  • Coordinates and/or facilitates formal customer technical and onboarding calls
  • Implements project plan supplied by Sales Consulting and modify as needed during the implementation project
  • Creates agenda, schedules, and leads client meetings
  • Main contact with the customer's project team throughout to answer questions, facilitate customer requests, and troubleshoot issues
  • Createz and/or maintains client-level documentation (i.e. client account set up workbook, handoff documents)
  • Perform customer account setup and configuration
  • Perform testing of provider fees prior to the customer test phase
  • Coordinate integration testing with customer prior to production releases during onboarding phase (may require after-hours coordination)
  • Coordinates external UAT and customer sign off as needed during the onboarding phase or as needed for account updates or enhancements
  • Create and perform user training via Webinar or conduct train-the-trainer meetings to advise, and educate customers' internal trainers on integration
  • Monitor master onboarding calendar to ensure customer target go-live dates are met
  • Cross-department coordination
  • Works with the Data Management team to ensure customer account setup is complete and accurate as it relates to service provider onboarding
  • Work with the internal Integration Team to coordinate technical calls, and resolve issues to ensure project timelines are met
  • Responsible for ongoing support for customer account updates, and configuration requests
  • Manages customer account and configuration changes as needed
  • Researches client inquiries and ensures timely follow-up and resolution
  • Responds promptly to all customer phone calls and electronic inquiries
  • Manages and updates customer account workbook ongoing as updates and changes are made
  • Acts as SME for Account Management questions on account set up, customer requested updates
  • Works with the product team to provide customer details on product enhancements, as needed
  • Documents customer project milestones, issues, and interactions in our Customer Relations Management system
  • Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, "best practice" creation, detailed documentation, and process refinement and streamlining
  • Reviews customer information within our internal systems, verifying and updating records accordingly in the CRM system to ensure consistency and prepare for fulfillment
  • Updates JIRA with completed tasks as needed
  • Track and log work (hours) as needed for project billable work
  • Collects customer feedback to build and maintain effective onboarding and product support
  • Gather and document customer feedback and requests for new product features and participate in drafting product change requests as requested
  • Responsible for understanding and explaining existing and new product features to customers
  • Supplies feedback on customer experience to management, sales, product, and development teams
  • Assists in creating and maintaining internal documentation on SharePoint
  • Contributes to a team responsible for the shared responsibilities for the Client Experience, participating in regular meetings, and working concurrently on multiple issues and tasks
  • Works with the Account Management team to coordinate contact with customers to relay issue management and resolution to the client at each stage
  • Undertakes complex assignments where considerable judgment and initiative are required in resolving problems, making recommendations, and implementing those recommendations
  • Completes other duties as assigned