Account Manager - Lender
About Opcity:
Opcity helps real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Opcity makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them, and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through its proprietary matching algorithm and SMS/Mobile live-transfer distribution platform, Opcity is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Opcity’s matching model is based on eighteen (18) years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Opcity’s network of providers, technology platform, and toolkit allow Opcity to be the primary concierge for the consumer during the home buying/selling experience.
Description:
Account Managers (AM) for Lender Lead product are the primary account interface after the subscription is sold. The AM establishes and maintains the ongoing relationship with the account Decision Maker (DM) and provides the on-boarding, resolves high level retention concerns and looks to grow business through appropriately researched, planned and implemented up-selling to current accounts. AM will create and maintain all reporting and data support provided to Sales Reps regarding account status, contract quota delivery and accounts receivable.
Duties & Responsibilities
- Receive hand-off from Sales Representative upon completion of subscription contract and first payment, and implement the high-level on-boarding strategy.
- Establish rapport and educate DM regarding the on-going servicing of the account.
- Make sure DM has access to training videos, tutorials, marketing content and other resources that might be needed by their Loan Officers (LO) who will receive the leads
- Update CRM and manage email contact strategy for DM and LOs.
- Liaison with other Business Development Departments to support multi-product sales
- Proactively research and initiate contact opportunities for current clients to expand subscription (up-sell) into new markets or other growth areas as they occur.
- Provide support for DM / LO complaints regarding quota achievement, churn issues and conduct exit interviews for cancelled accounts.
- Work with client to resolve complex account issues to improve retention of accounts and save at risk subscriptions from cancellation.
- Review pipeline status to provide guidance and education to DMs and LOs as needed
- Track accounts status including tracking of Accounts Receivables and invoicing; and when applicable, initiate and complete account collection process to bring accounts current.
- Partner with Accounting Department on invoicing.
- Provide feedback and guidance to sales leadership on client experience and expectations.
- Coordinate efforts with the Quality Manager to ensure high sales quality.
- Provide product and customer feedback to internal senior leadership.
- Provide reporting as requested on client success metrics, revenue retention, churn potential, and support KPIs.
- Coordinate and strategize cross-account support efforts with multi-location accounts.
- Collaborate with Analytics and Ops team to execute support strategies for high-value and complex customers.
- Prepare and distribute all reporting and data programs to Sales Reps and Account Managers on a regular and as needed basis to inform department concerning quota adherence, inventory availability, account status and any other areas of analytic needed deemed required.
What We Like To See / Measures of Success
- At least three years in a Business to Business Account Management role preferably in a lead generation or subscription based model with proven skillset in negotiating, problem solving, managing difficult interactions, analyzing data to make better decisions
- Bachelors Degree in Business, Marketing or related field or additional 5 years of related business experience may substitute for degree
- Good working knowledge of the residential real estate buying process and markets with particular emphasis on interacting with lending side of residential transaction is a plus
- Strong communication skills with a self-starting, aggressive mindset to build excellent working relationships while simultaneously solving difficult and complex problems
- Excellent ability to Network, Persuade with Mediation Skills, Motivation for , Prospecting Skills, Sales Planning, Identification of Customer Needs and Challenges, Territory Management, Market Knowledge, Meeting Sales Goals, Professionalism
The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment. Diversity is important to us, therefore, Opcity is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Opcity will provide reasonable accommodations for otherwise qualified disabled individuals.