Why you'll LOVE Sagent:
You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!
By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.
Sagent powers servicers and consumers. You power Sagent!
About the Opportunity: We are a premier mortgage servicing, SaaS-based, financial technology company dedicated to delivering cutting-edge solutions to our clients. We are seeking an experienced and strategic professional to join our Implementations department as a Customer Implementations Director. If you have a proven track record of facilitating smooth onboarding and product implementations processes and ensuring exceptional customer experiences, we invite you to apply.
Your day-to-day at Sagent:
Strategic Onboarding Leadership:- Provide strategic leadership in developing and implementing customer onboarding processes that align with organizational goals and objectives.
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the onboarding function.
- Oversee the post-sales customer lifecycle, including new customer onboarding, and new product implementations.
- Support and implement changes related to customer renewals, product improvements, and up-sell and cross-sell initiatives.
- Develop and implement strategies to maintain high levels of customer loyalty and satisfaction through customer go-live.
- Address and resolve complex customer issues in a timely and effective manner.
- Act as a customer advocate within the organization, ensuring customer feedback is heard and acted upon.
- Maintain accurate and up-to-date records of customer interactions, onboarding and implementation progress, risk management, and issue resolution.
- Generate regular reports on project and program metrics, performance, and satisfaction.
- Lead and mentor a team of customer implementations professionals.
- Provide guidance, coaching, and support to ensure the team's success and professional development.
- Track and analyze customer performance metrics to ensure continuous engagement with the product and maximize product usage.
- Utilize data-driven insights to identify opportunities for improvement and to inform strategic decisions.
- Develop and oversee comprehensive customer training programs to enable customers to optimize their activities using the product.
- Collaborate with the training team to create effective training materials and resources.
- Collaborate with Sales and Product teams to provide insights from customer interactions and contribute to product improvements.
- Coordinate with Sales to identify opportunities for upselling and cross-selling during the onboarding process.
We would love to hear from you if you have:
- Completion of a four-year college degree in a relevant discipline +10 years of experience in a related field OR Completion of an advanced degree (masters or higher) in an applicable and relevant field +5 years of related experience in an applicable field (experience will be considered in lieu of a degree).
- Proven experience in strategic customer onboarding and post-sales lifecycle management.
- Specific functional expertise gained through experience and/or formal education.
- Strong leadership and team management skills.
- Exceptional communication and interpersonal skills.
- Results-oriented with a focus on customer satisfaction and engagement.
- Ability to provide guidance to others as a lead or individual contributor project manager using product/service and technical expertise.
- Problem-solving skills and ability to address complex customer issues effectively.
- Experience in the mortgage industry with specific knowledge of loan servicing.
Perks!
As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, In-person and Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!
Why Sagent?
Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles.
Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future.
Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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