Service Executive (MLS)

Job Purpose

The Service Executives (SE) serve as the primary liaison and relationship manager for their assigned clients with the primary goals of providing client satisfaction, supporting clients' business requirements, resolving issues, and mitigating escalations. They represent Client Support to clients and within ICE Mortgage Technology, Inc. and provide direction and leadership to frontline consultants on issues relating to their clients.

Each SE supports a different number of clients based on complexity, the number of ICE Mortgage Technology, Inc. products the client utilizes, etc. They can range from supporting 1 to 15 clients.

Responsibilities

The Service Executive performs the following actions to manage the business and support relationships with their clients:

• Meet regularly with clients to provide updates and discuss monthly Support
• Work collaboratively with Sales Account Director to manage client relationship
• Coordinate support within Black Knight
• Represent Client Support as an advocate for excellent support and service
• Coordinate client conversations with internal groups regarding ticket escalation/concern, product support activity, Fall FAC, Information Exchange, etc.
• Conduct regularly scheduled client meetings to review monthly report package with customers including SLA's and open issues
• Perform administrative responsibilities
• Manage handoff of new clients from Implementations to Client Support

Knowledge and Experience

• Bachelor's degree is preferred

• Real State or MLS knowledge is preferred.

• 5+ years of experience working within the real estate services industry, with at least three years of account relationship experience.

• Proactive individuals who are detail oriented, comfortable serving as a project coordinator, and who will be a strong customer advocate are highly desired for this position.

• Overall industry knowledge and professional demeanor combined with knowledge of ICE Data Services products and services is a must.

• Strong written and verbal communication skills and the ability to interact with senior management internally and externally are critical.

• This position demands an individual who enjoys the challenge of working with large, complex and potentially demanding clients that expect high levels of service, professionalism and expertise.
• Willingness to travel

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