Client Success Manager Loan Acquisition System

Company Overview:

LauraMac is a leading provider of innovative technology solutions for the mortgage industry. We specialize in developingcutting-edgesoftware and platforms that streamline mortgage processes enhance efficiency and improve overall customer experience. Our mission is to empower mortgage professionals with the tools they need to thrive in todays rapidly evolving digital landscape.

Position Overview:

We areseekinga dynamic and solution-orientedClient Success Manager (CSM)to support ourLoan Acquisition System (LAS)platform ensuring an exceptional client experience while driving creative efficient and scalable CSM serves as achampion for the client acting as their primary point of contact and trusted partner to ensure their business needs are met through the LAS platform. This role is central to fostering strong relationships with clients understanding their operational goals and ensuring they derive maximum value from our technology.

Drawing ondeep experience inmortgage operations particularly incorrespondent and wholesale acquisitionsas well assecondary marketing loan sales the CSM will help clientsoptimizetheir platform use and streamline processes.A significant portionof their time will be spenttriaging client challenges and problem-solvingtoidentifyefficient and creative solutions using existing platform functionality where possible while partnering with the Product team to recommend enhancements where new functionality is needed.

The CSM serves as a key liaison between clients business analysts and technical teams to ensure seamless communicationtimelyissue resolution and a strong feedback loop that informs ongoing platform improvement. They will analyze client feedbackidentifyemerging needs and proactively align technology capabilities with client businessobjectives.

A successful candidate will be an out-of-the-box thinker with a strong background inpost-closing operations correspondent lending secondary marketing or mortgage capital markets and experience managing a variety of loan sales and acquisitions includingagency jumbo non-QM HELOC HFA and other secondary market programs.

This position reports to theVP General Manager of Loan Acquisition. Full-time exempt.

KeyResponsibilities:

The ideal candidate will be a proven leader with in-depth industry experience and a true passion for the mortgage industry and technology. You must have exceptionalinterpersonalskillsastrong work ethicandaproactiveapproach to problem solving.

Thecandidatewillbe responsible for:

1. Developingandmaintainingstrong relationships with clients by actively listening to their needsresolving concernsandhosting regular meetings with key client stakeholderstofosterscollaborative communication and feedback.

1. Assisttheclientimplementation team with the onboarding processof new clients ensuring a smooth transition and comprehensiveclienttraining on our technology solutions.

1. Serve as the primary liaison between clients business analysts and technical teamsand supportproduct development efforts throughdevelopmentofdetailed product specifications.

1. Advocateforclients by driving innovative scalable solutions that enhance their experience withinthe Loan Acquisition System.

1. Proactively engage with clients to driveadoptionof our technology platforms and features providing guidance on best practices and strategies for maximizing value.

1. Conductperiodicbusiness reviews with clients and internal leadership providing insights into system usage relationship health and growth opportunities.

1. Identifyopportunities for contract renewals upsells and cross-sells collaborating with sales and account management teams to drive revenue growth.

1. Keep clients informed of product updates industry trends and best practices through regular communication channels including webinars newsletters and training sessions.

1. Monitor key performance metrics related to client engagement satisfaction and usage providing regular reports and insights to internal stakeholders. Conductperiodicreviewsof the relationship with the client and the LauraMac line of business leadership.

1. Support product development efforts by providing user acceptance testingand feedback.

Qualifications:

• Bachelors degree in business marketing finance related field or equivalent experience.

• 3 years of experience in client success account management or related roles preferably within the mortgage or financial services industry.

• Strong understanding of mortgage technology solutions.

• Excellent communication interpersonal and presentation skills.

• Proventrack recordof building andmaintainingrelationships.

• Strong project and time management skills.

• Ability to thrive in a fast-paced entrepreneurial environment.

• Results-driven mindset with a focus on exceeding client expectations and driving business outcomes.

• Mortgage experience with subject matterexpertisepreferred in:

• Secondary Marketing Loan Acquisitions

• Mortgage Capital Markets

• Post-Closing Operations/Correspondent Operations

• Regulatorycompliancetesting(TRID and Pre-TRID)

• Document recognition and data extraction

• DataIntegrityand Reporting

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If you prefernot tohave your application evaluated using AI you may request an alternative review process in writing by contacting . We will make reasonable efforts to accommodate such requests in accordance with applicable laws. Note if you submit your application through an automated portal or process we cannot guarantee AI will not be used as part of the process.