Customer Success Manager
1 month ago
Full-time
Company Description
At Altisource (NASDAQ: ASPS) we build world-class technologies and services for the mortgage and real estate industry and are well poised to help revolutionize how homes are bought, sold, and managed. In the US, we partner with 7 out of the top 10 mortgage servicers, operate one of the top three real estate auction websites, and manage a cooperative which represents a 15 PERCENT market share of the $1.8tn US Originations market.
Altisource is a high-energy, rapidly growing technology and services provider that is changing the way companies conduct business.
Altisources Software and Technology segment is responsible for incubating and launching market disruptive solutions that apply our core technologies and intellectual property including business process optimization platforms, advanced decision models, consumer sciences, and business intelligence systems into market-leading software applications and services.
This is an opportunity to become a critical member of one of Altisources incubated software technology organizations and to participate in the development and launch of a new product concept. We are looking for top candidates who are passionate about creating great software that delivers significant market value. This is the opportunity to work among some of the industrys top names working on some of the most challenging technical problems.
With innovation as a guiding principle and a focus on compliance and exceptional service, we provide end-to-end solutions in originations and servicing and offer online real estate platforms for consumers and investors. Founded in 2009, we continue to grow globally and add to our team of seasoned industry experts, innovators and collaborators relentlessly focused on driving results. Our workplace is fast-paced, as were constantly evolving to meet the needs of the industry and the customers we serve. Altisource is driving global software innovation, with an end goal of causing major disruption in the financial services industry and beyond.
Key Responsibilities
Team Management:
Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organizations objectives.
Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.
Customer Relationship Management:
Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
Strategic Planning:
Oversee and manage pilot programs, including planning, execution, and monitoring of progress.
Collaborate with clients to define pilot goals, success criteria, and key performance indicators (KPIs).
Develop and execute strategies to drive customer success.
Analyze customer data to identify trends, risks, and opportunities for improvement.
Reporting and Analysis:
Track and analyse key performance indicators (KPIs) such as call volume, average handling time (AHT), and first call resolution (FCR).
Provide actionable insights and recommendations to senior management based on data analysis.
Client Onboarding:
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