Client Delivery Manager II
Company: Black Knight Financial Services
Location: Plano
Posted on: May 16, 2022
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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
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