Senior Client Account Specialist (355676) Irvine, California

We are CoreLogic - a leading provider of business information, analytics and outsourcing services. Together, we are a global company with proven experts in the areas where we work and are passionate about helping our clients succeed. More than one million users rely on CoreLogic to assess risk, support underwriting, investment and marketing decisions, prevent fraud, and improve business performance in their daily operations. No one else has such a vast repository of data, an advanced set of analytical models and a talented, diverse team of professionals.

We have the opportunity to drive innovation, cultivate insights and build unique solutions for our clients. We take pride in our workforce and believe in cultivating an atmosphere that supports and values our greatest asset: talent.

The Senior Client Account Specialist will be primarily responsible for retaining, growing and strengthening client relationships initiated by a company Sales Representative. The Senior Client Account Specialist (SCAS) manages an assigned group of multiple listing organizations to meet established and specific long-term strategic objectives and will provide a high level of service to executive and operational staff of such customers.

This position is both tactical and strategic in nature. To succeed, the SCAS is expected possess or develop a keen understanding of MLS operations and practices, an in-depth knowledge of public records, insight into the interaction of public record data and MLS systems, and the capacity to turn that insight into deeper integration and customer loyalty.

The SCAS will be expected to maintain high activity levels of customer and end user support without losing focus or responsiveness. The SCAS will also be assigned to specific operational and/or client-focused projects requiring detailed analysis, along with specialized industry knowledge and/or expertise.

Occasional travel may be required.

Essential Functions/Responsibilities

Growing and strengthening client relationships includes :
Performing all responsibilities of the SCAS position, including:
  • Collaborative support for the on-boarding process, assess data challenges and support gap analyses.
  • Act as escalation resource for assigned accounts to triages issues.
  • Post-implementation problem analysis and resolution, incorporating mediation with product and data organizations as needed to resolve issues, communication regarding issue resolution and product opportunities.
  • End user support as needed.
  • Conduct routine status meeting with clients to solicit voice of client regarding product company performance, industry trends and/or new product requirements; formulate business plans to facilitate higher performance delivery according to shared vision.
  • Partner with Product Specialists and Data Liaison to expand and broaden relationships across the business units.
  • Recommend sales enhancements/add-ons, respond to client requests.

Reporting, trending and analysis includes:
  • Perform analysis and reporting to ensure accurate dashboard status for each assigned account on a periodic basis.
  • Perform analysis of data issues and updates to predict and resolve issues proactively.
  • Accommodate special needs of key clients, including periodic performance reports, tracking system uptime, tracking product and data issue resolution.
  • Perform trend analysis of issues and market conditions resulting in recommendation to changes to product, policy and/or processes.

Project coordination/management includes:
  • Make independent decisions and coordinate activities necessary to resolve significant client issues.
  • Manage more complex/technical client specific projects to ensure successful and timely completion according to client expectations.
  • Gather client requirements and submit all technical and operational project requests necessary to support client initiatives.

Training and technical support includes:
  • Occasional client training on product capabilities, product demonstrations, changes, system enhancements, etc. via direct training sessions, phone contact, or web-ex.
  • May develop some training materials based on client needs.
  • Develop and maintain technical support documentation as needed or assigned.
  • Work directly with clients and end users to resolve technical issues.
  • Analyze customer systems, troubleshoot technical problems, recommend solutions, and coordinate fixes.
  • May provide equipment/hardware/software installation.

Department expert/lead duties include:
  • Assume role as primary contact for key clients requiring more industry specific expertise, with respect to product company performance and operational processes.
  • Advise team members and assist with decision making activities beyond authority of the CAS position.
  • Collaborate with department manager to define strategic objectives and lead change in innovation to improve client satisfaction and facilitate efficiencies.
  • Provide coaching and training to new and existing team members to ensure accurate and consistent compliance with division processes, goals, and objectives. May assume back up responsibilities for department manager in his/her absence.


JOB REQUIREMENTS:

Education
  • High school diploma or GED required; Associate's degree preferred

Experience
  • Two to four years of experience in account relationship position
  • Public record data and/or MLS experience

Knowledge/Skills
  • Department/product specific experience
  • Proficient in using Excel, Word, Power Point, and Outlook
  • Knowledge of relational database concepts preferred
  • Ability to interact effectively at multiple levels within the organization
  • Solid prioritization and project management skills
  • Ability to balance strategic thinking with tactical implementation
  • Proven creative problem-solving capabilities
  • Strong analytical framework for creating logical recommendations
  • High level of organization: time management and attention to detail
  • Excellent written and verbal communication skills required
  • Strong evidence of initiative and follow-through
  • Professional in appearance and demeanor

CoreLogic offers an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. CoreLogic is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. Please apply on our website for consideration.