Hybrid Senior Manager, Client Account Services

at Cotality

• Job title: Senior Manager, Client Account Services
• Job type: Full Time
• Experience level: Senior
• Salary: $78,200 - $105,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dallas, United States

About the role

• Senior Manager elevating strategic client partnerships in tax and flood services at Cotality. Ensuring client satisfaction, retention, and revenue growth through exceptional service delivery.

Responsibilities

• Serve as the executive single point of contact for Cotality's largest, most complex, and strategically vital clients.
• Lead all high-level business reviews and vendor management audits.
• Proactively understand clients' long-term business objectives, operational roadmaps, and pain points to strategically position Cotality solutions that drive measurable value and deepen the partnership.
• Develop and execute comprehensive client success plans focused on maximizing retention, identifying organic growth opportunities, and achieving annual revenue targets within the assigned portfolio.
• Own and lead the resolution of highly escalated client issues, mobilizing internal resources (Product, Legal, Operations) and providing timely, executive-level communication until a final resolution is implemented.
• Drive the design, standardization, and continuous improvement of the Client Onboarding, Account Management, and Service Delivery models using LEAN and AI resources to ensure scalability and best-in-class client experience across the entire organization.
• Formalize and champion the Voice of the Customer (VOC) program, translating client feedback into prioritized business requirements for Product and Operations teams.
• Serve as a Subject Matter Expert (SME) and executive partner to Sales, Product, Technology, and Legal teams, influencing the development of new offerings and participating in complex contract negotiations.
• Provide strategic oversight for all staff augmentation initiatives, acting as the primary liaison between executive leadership at the client and Cotality's Staff Augmentation team to ensure optimal performance and alignment.
• Provide strategic guidance and mentorship to Account Management and Service Delivery personnel, fostering a culture of high performance, accountability, and continuous professional development.

Requirements

• College degree preferred or equal combination of education and experience.
• Minimum of 3 years leadership experience to include planning, developing, implementing, and managing a varied functions and working with onshore, nearshore, offshore, and managed services models.
• Strong Mortgage Tax operations knowledge preferred.
• Measurable experience in managing and growing profitable satisfied client relationships and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Agile transformation agent who thrives on change management.
• Strong demonstrated success working in the BPO/Outsourcing space collaborating with Third Party Suppliers.
• Strong user of Microsoft Productivity Tools including proficiency in MS Excel, working knowledge with mainstream CRMs such as SafesForce, Operational systems, Ticketing/Customer Service Systems/Platforms and AI.
• Excellent negotiation, interpersonal, verbal, and written communication skills.
• Experience in planning, developing, and implementing communication and education programs/materials.
• Experience in planning, developing, and implementing new client accounts, programs, products, or services in real estate, financial or technology sectors.

Benefits

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!