Job Description

Company Summary

Docutech, A First American Company, offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. A career at Docutech means joining First American (NYSE: FAF), a global leader in providing title insurance, settlement services and risk solutions for real estate transactions. First American has been helping customers achieve and protect their dream of homeownership since 1889. People are the key to our continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.firstam.com

Job Summary

The Sr. Client Relationship Manager (Sr. CRM) is responsible for the daily tactical management of the client account and relationship, ensuring our clients success in utilizing First American Docutech products. The CRM has an extremely strong technical aptitude which is used to troubleshoot issues on a daily basis and is the central point of contact between extended internal support teams and our clients, which include many of the largest lenders in the U.S.

Essential Functions

* Establish productive, professional relationships with key personnel, which may include senior management, in assigned client accounts.
* Assume responsibility for the daily management of the client relationship, which includes operational and technical client support backed by additional resources.
* Maintain First American Docutechs client specific system configurations.
* Analyze MISMO XML Data Files generated from Loan Origination Systems (LOS).
* Support the maintenance, creation & customization of clients document library.
* Become product expert and communicate requirements to Product Management for product enhancements.
* Proactively assess, clarify, and validate client needs on an ongoing basis.
* Ability to understand and communicate technical aspects of enhancements and new requirements
* Track, manage and resolve issues submitted via task management platform.
* Troubleshoot and solution clients operational and technical issues, communicating and documenting requirements, testing plans, and projected timelines.
* Successfully complete testing of solutions prior to providing solutions to client.
* Coordinate and assist with implementing new products and features
* Coordinates the involvement of company personnel, including support, services and management resources, in order to meet account performance objectives and clients expectations.
* Works closely with the Client Executive team to ensure client satisfaction and problem resolution.
* Mentor and assist team members with day to day activities as needed.
* Meet assigned metrics and Key Performance Indicators that reflect and support First American Docutechs strategic objectives.
* Follows company policies and procedures to ensure the integrity of First American Docutechs products.

Knowledge and Skills/Technology Used

* Minimum of 6 years experience within mortgage industry and/or mortgage technology.
* Excellent verbal and written communication skills.
* Experience with MISMO XML Data Files and Loan Origination Systems.
* Strong analytical and organizational skills.
* Strong technical aptitude.
* Ability to work in a fast-paced environment while meeting deadlines and deliver high quality results.
* Previous client management and/or people management experience preferred.

Typical Education

* Bachelors degree or equivalent combination of education and experience.

Typical Range of Experience

* 5+ yrs. of directly related experience

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.