It - Client Services Consultant

hace 3 semanas

baja california, México Zventus A tiempo completo

San Diego-based company that serving the financial services industry with software, data, and services for real estate lending. Opportunity to work with an industry leader who is a high-tech company focused on innovation and high customer satisfaction.

The Client Services Consultant III is responsible for the execution of integration(s) and onboarding plans as they relate to new and existing customers. Works in coordination with our Integration Team to ensure customer integrations are built according to design specifications and all end users are competent to use our company products in conjunction with client integrations, configurations, and workflows. Responsible for issue resolution of existing customers and after-hours configuration support as needed.

  • Good to strong English
  • US VISA or Eligible for US VISA
  • Prefer 4 years or more of experience but will consider 2 or more based on the candidate’s qualifications

Benefits:

  • All Mexican benefits by law
  • Career growth opportunities
  • Monday to Friday work schedule
  • Personal time off (PTO) days accrual
  • Private health, life, and dental insurance
  • Corporate wellness programs and sponsorships
  • Bi-weekly employee engagements
  • Professional Training & Development
  • and more...

Primary Duties and 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

Desired Skills and Experience

  • Understanding of the residential mortgage lending process and workflow required
  • Past experience with order management software is desirable
  • Strong consultative abilities to translate product offerings to a varied customer base
  • Project management experience desirable
  • Basic understanding of API methods with the ability to explain and advise customers on best practices
  • Ability to read XML and troubleshoot integration issues using varying tools (i.e. SOAPUI)
  • Computer, Internet, and software knowledge
  • Experience with JIRA or similar software
  • Experience with Microsoft products such as Office, SharePoint, and Teams
  • Effective use and understanding of CRM systems, with SalesForce experience a plus
  • Ability to work well with cross-functional and geographically distributed teams proficient with MS Office and other internal systems
  • Must be able to multitask, manage multiple projects, and enjoy strong attention to detail
  • Must be able to prioritize, and meet deadlines while completing tasks in a timely manner
  • Meet attendance schedule with dependability and consistency
  • Requires varied work schedules based on customer needs and project deadlines
  • Personable, self-motivated, meticulous, flexible, and a team player
  • A history of establishing and maintaining effective working relationships with fellow employees and clients
  • Familiarity with products and services is a plus
  • Bachelor’s degree or equivalent work experience in a relevant field

Job Type: Full-time

Experience:

  • related: 2 years (Required)

Language:

  • english (Required)

Work Location: In person

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