Client Delivery Manager II

Company: Black Knight Financial Services
Location: Plano
Posted on: May 16, 2022

Job Description:

Position:Client Delivery Manager IIJob Description:Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. -Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.JOB FAMILY DESCRIPTIONResponsible for high-level relationship management and service delivery for multiple products for one or more assigned clients that is strategic to the enterprise. Accounts are target clients that have a major strategic impact on the long-term success of the enterprise. Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution. Oversees and leads teams in the delivery of continuous and effective outsourced solutions. Identifies areas where continuous improvement can be applied. Has profit and loss responsibilities. May work at a Black Knight or a client location.GENERAL DUTIES & RESPONSIBILITIESLead the Client Services teams focused on onboarding and ongoing support for clients of the Optimal Blue PPE and Loansifter products.Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.Maintains contact with client at various levels including at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.Works to maintain and grow the client relationship while ensuring ongoing customer service. Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new Black Knight products or services.Selects, develops, and evaluates personnel to ensure the efficient operation of the function.Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement.Works to ensure the proper initial and ongoing training for new client services representatives to equip team members with the skills and knowledge to provide outstanding service levels.Determine the proper metrics and measures that ensure client services processes are executed with quality and within budget.Maintains a constructive ongoing relationship with the Products organization to deliver client and internal feedback and to provide the Products team with support in the form of client outreach, testing and more.Monitor client activity and determine the proper proactive outreach to provide support.EDUCATIONAL GUIDELINESBachelor's or Master's degree in Business, Computer Science, Information Systems or the equivalent combination of education, training, or work experience.GENERAL KNOWLEDGE, SKILLS & ABILITIESProven knowledge to represent the enterprise's entire range of products to the client and of the industryProven track record in client relationship management, service delivery and/or the sales of technology products and servicesFinancial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledgeBroad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's businessExcellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfactionDisplays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clientsExhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the clientViewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterpriseDemonstrates the ability to lead by example and motivate professional level staffDisplays strong leadership qualities, decision making abilities, and strong business judgmentPossesses strong personnel management skillsClient Delivery Manager II Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegate's assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client's business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Manages teams who deliver services (e.g., data center operations, application management, custom application development, etc.) to one or more strategic clients. Typically manages one to three strategic client relationships with delivery of moderate to complex services and with total annual revenue of less than $20 million USD. Typically requires at least ten (10) years of client management, related service delivery or sales experience with two (2) or more years of leadership responsibility.Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day. -Location:Plano, TXTime Type:Full timeSummaryLocation: Plano, TX; RemoteType: Full time

Keywords: Black Knight Financial Services, Plano , Client Delivery Manager II, Executive , Plano, Texas