Client Relations Manager

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, Data & Analytics is a national provider of property-centric information, analytics, risk management and valuation solutions. First American maintains and curates the industry’s largest property and ownership dataset with over 7 billion document images. Our major platforms and products include: DataTree®, FraudGuard®, RegsData™, TaxSource™ and ACI®. The First American Data & Analytics division boasts more than 20 patents and remains at the forefront of innovation - leveraging technology and data to deliver best-in-class decisioning solutions. Fueled by our industry-leading data and using our technology and proprietary process, our solutions provide lenders, real estate and title companies with actionable insights - enabling them to make better, increasingly automated, decisions. With offices in all major metropolitan areas, including California and New York, DNA teams work collaboratively from across the country. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

Acts as the primary interface between the company and Client, post Sales. Force interaction monitoring client transactions from order placement through recording, policy and billing to ensure a positive experience. Focused on building and maintaining strong relationships with the client, operations and sales. Identifies potential business opportunities. Works with client management, sales and operations to prioritize and integrate those opportunities into the account plan.

What You'll Do

• Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on-going service issues and service successes.
• Request items for discussion and deliver documented agenda a day prior to scheduled call
• Maintain documentation that outlines the client’s organization, interaction history and customized process changes; modifications, enhancements and/or deletions.
• Travel to client locations for onsite client visits monthly. Accompany sales and operations as needed.
• Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.
• Identify potential needs or process improvements that might enhance the client experience and improve overall performance.
• Identifies and schedules reports that track all aspects of client business​
• Create an Action Plan and document recurring or unresolved service issues as reported by clients. Review internally with operations, update plan and customers accordingly. Responsible to follow up on late and/or incomplete items
• Document any written or verbal concerns shared by a client in Salesforce and notify appropriate teams. Provide updates as requested by the client. (frequency may vary)
• Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.
• Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up along with the Sr. Operations Manager
• Monitor reports to ensure all processes and workflows are accurate.
• Partner with Marketing/Training team to create or update training material for new client or new system, product or process and coordinate, schedule and facilitate training as needed for client and/or Operations team.
• Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the information being provided. Modifications and frequency of data will be made as deemed necessary by the client.
• Prepare a weekly summary of prominent issues, including root cause and resolution. The summary will also include items that are still pending resolution with an ETA for completion.
• Work with IT and Operations to identify potential technology improvements. Assist with the review and testing of system enhancements to determine if the desired functionality is present
• Special projects
• Estimated travel requirement of 30%

Knowledge and Skills/Technology Used

• Must possess thorough knowledge of company’s business unit being represented.
• Excellent written and verbal communication skills required.
• Demonstrated ability to effectively manage priorities as well as effective time management.
• Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.
• Knowledge of required tools to query and manipulate data in varying file formats.
• Ability to speak effectively before groups of Clients or employees of organization
• Strong attention to detail
• Strong Client service skills
• Tenacity for solving detailed issues
• Self-disciplined
• Good judgment
• In-depth understanding of company requirements

Typical Education

• High School Diploma required
• Bachelor's Degree preferred

Typical Range of Experience

• Typically requires 5+ years of related industry experience with a minimum of 1 year in a Client Relations Manager role.

Pay Range: $57,000-$75,975

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.