Job Information
SitusAMC Associate, Document Technology Services in Washington, District Of Columbia
SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.
At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!
This role performs the following duties personally or through SitusAMC department supervisors and representatives. This role will ensure that client relations are positive experiences which increases their satisfaction with SitusAMC products and services, as well as generating revenue opportunities through client development. This role will also be responsible for managing the relationships with the clients, monitoring the delivery of all SitusAMC products, services, and programs to them. Duties include working directly with clients and internal partners/departments to ensure clients are experiencing a positive client-partnership relationship, working to find solutions to client needs and issues, addressing client complaints and creating strategies to prevent client escalations. Assigned clients will be top tier clients, which are high revenue generators for SitusAMC. These clients will have complex needs which span multiple product/service offerings within SitusAMC. This role will work with other CSM team members to mentor/train and will be responsible for the leading and completion of strategic initiatives/tasks as directed by superiors. A robust understanding of SitusAMC operations, products and services, client needs, as well as industry knowledge is required for this role. The Associate, CSM will work with CSM team members to ascertain client status and drive relationship building with the client from an overall global client relationship with SitusAMC. This is a highly visible role reporting to internal Sr. Management and Client Sr. Business Leaders that will engage and drive resources across the SitusAMC Residential Real Estate Technology Division to ensure client needs are met and understood.
Essential Job Functions:
Acts within alignment of security roles.
Work with other departments to ensure clients are experiencing a positive partnership
Develops and maintains client relationships
Diligent contact/follow up with clients and internal partners
Acts as external client advocate with internal partners
Collaborates and takes ownership with internal managers and team members on standardization and process improvement to increase client satisfaction
Directs, organizes, and facilitates internal and external meetings with management, strategic partners, subject matter experts, and clients as needed to address client needs
Conducts monthly, quarterly, and annual client reviews for assigned clients
Responsible for direct reach out to accounts that have been inactive or experienced a drop in usage to determine cause, increase usage and retention of clients
Responsible to make decisions and remove impediments to increase client satisfaction and utilization
Liaise and communicate progress between sr. management and other internal team members and stakeholders
Promotes products, services, and client development
Oversees, writes, and manages proposals/statements of work/contracts for products and services in conjunction with internal SitusAMC Teams
Monitors client's business environment to understand their needs
Consults with clients to ascertain and define need or problem area, and works with client and SitusAMC internal partners to provide a solution
Reviews and advises on proposals, statements of work, incident reports, etc.
Works with client and SitusAMC internal partners to manage the quality delivery of all services provided to the client
Monitors industry trends to support client needs and to brief the product development and sales teams.
Maintain & regularly update SOPs, SWOTs, and team resources
Ownership and handling of client complaints, spearheading finding solutions to client issues and needs for assigned clients
Acts as the main Point of Contact for any escalations related to clients, both internal meetings/engagements to address client needs, as well as external client meetings to ensure client needs are addressed and solutions are provided
Works with other departments to help develop and lead advertising and promotional programs, pricing, positioning, and packaging
Assists in planning and coordination of product/new service/marketing campaign launches
Reviews market research to anticipate competition and market trends and translate client attitudes into new branding directions
Collaborate on Marketing Communications to clients (‘MARCOMS’)
Partner with marketing team on client surveys to review and report on feedback and voice of customer for products, services, and functional areas
Promotes services to existing clients
Manages sales collateral/marketing materials to existing clients
Meets with clients personally, as well as mentors and manages direct reports to identify potential opportunities for upselling and cross-selling products and services and coordinates with internal sales team for follow up
Oversees coordination of product/service demonstrations for existing clients
Consults with internal teams and communicates client and market requirements/product features
Collaborate with internal subject matter experts to define, layout and document new service offerings
Works with clients to communicate and overview new service offerings as potential opportunities of interest
Other activities as may be assigned by your manager
Qualifications/ Requirements:
Bachelor's degree from four-year accredited college or university or equivalent combination of education and experience
Master’s degree in related field preferred
Five to seven years’ experience in mortgage industry preferred
Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others; pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.
Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; requires minimal supervision; displays understanding of how job relates to others.
Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Promotes client focus; establishes client service standards; provides training in Client service delivery; monitors client satisfaction; develops new approaches to meeting client needs.
Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods; speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals; dresses appropriately for position; keeps self-well-groomed for client interactions.
Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
Overcomes objections with persuasion and persistence; initiates new contacts; maintains records and promptly submits information; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet client objectives
Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan; is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
Ability to supervise, lead, and develop team members to meet job requirements and advance in their careers. Ability to interview, identify, and hire qualified candidates for open positions. Effectively manages employee performance and coach when necessary. Effective in delegation of tasks across team.
Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
The annual full time base salary range for this role is
$56,000.00 - $96,000.00
Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.
Pay Transparency Nondiscrimination Provision (https://go.situsamc.com/rs/962-QMP-613/images/pay-transp_%20English_formattedESQA508c.pdf?version=0)
SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Know Your Rights, Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)
SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.