Customer Success Manager

Company Description

At Altisource (NASDAQ: ASPS) we build world-class technologies and services for the mortgage and real estate industry and are well poised to help revolutionize how homes are bought, sold, and managed. In the US, we partner with 7 out of the top 10 mortgage servicers, operate one of the top three real estate auction websites, and manage a cooperative which represents a 15%+ market share of the $1.8tn US Originations market. 

Altisource™ is a high-energy, rapidly growing technology and services provider that is changing the way companies conduct business.

Altisource’s Software and Technology segment is responsible for incubating and launching market disruptive solutions that apply our core technologies and intellectual property including business process optimization platforms, advanced decision models, consumer sciences, and business intelligence systems into market-leading software applications and services.

This is an opportunity to become a critical member of one of Altisource’s incubated software technology organizations and to participate in the development and launch of a new product concept. We are looking for top candidates who are passionate about creating great software that delivers significant market value. This is the opportunity to work among some of the industry’s top names working on some of the most challenging technical problems.

With innovation as a guiding principle and a focus on compliance and exceptional service, we provide end-to-end solutions in originations and servicing and offer online real estate platforms for consumers and investors. Founded in 2009, we continue to grow globally and add to our team of seasoned industry experts, innovators and collaborators relentlessly focused on driving results. Our workplace is fast-paced, as we’re constantly evolving to meet the needs of the industry and the customers we serve. Altisource is driving global software innovation, with an end goal of causing major disruption in the financial services industry and beyond.

Job Description

Key Responsibilities:

1. Team Management:

• Oversee the day-to-day operations of the customer service team, ensuring that all activities are aligned with the organization’s objectives.
• Ensure adherence to established SLAs, including response times, call resolution rates, and customer service quality.
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement.
• Identify and implement best practices and processes to improve the efficiency and effectiveness of the Customer Service team.

1. Customer Relationship Management:

• Build and maintain strong, long-term relationships with key clients, ensuring their success and satisfaction with our products and services.
• Act as a point of escalation for complex customer issues, working towards timely resolution and customer retention.
• Excellent communication, presentation, and interpersonal skills, with the ability to build relationships and influence stakeholders' negotiation.

1. Strategic Planning:

• Oversee and manage pilot programs, including planning, execution, and monitoring of progress.
• Collaborate with clients to define pilot goals, success criteria, and key performance indicators (KPIs)
• Develop and execute strategies to drive customer success
• Analyze customer data to identify trends, risks, and opportunities for improvement.

1. Reporting and Analysis:

• Track and analyse key performance indicators (KPIs) such as call volume, average handling time (AHT), and first call resolution (FCR).
• Provide actionable insights and recommendations to senior management based on data analysis.

1. Client Onboarding:

• Lead the onboarding process for new clients, ensuring a smooth transition from sales to customer success.
• Develop and execute personalized onboarding plans tailored to each client’s specific needs and goals.
• Provide training and education to new clients on how to effectively use the company’s products or services.
• Create and maintain onboarding documentation, including user guides, FAQs, and best practices.
• Gather and analyze client feedback during and after the onboarding process to identify areas for improvement.
• Work with internal teams to implement changes that enhance the onboarding experience.
• Continuously refine the onboarding process to improve efficiency and client satisfaction

Key Performance Indicators (KPIs):

• Call Queue Management: Average wait time, call abandonment rate.
• SLA Adherence: Percentage of calls answered within SLA, response time.
• Customer Satisfaction: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR).
• Employee Performance: Team productivity, individual performance metrics.

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and make strategic decisions.
• Problem-solving skills and ability to handle high-pressure situations.
• Critical thinking and problem-solving, Time Management, Project Management, Customer Relationship Management
• Microsoft Excel, Experience with CRM software and customer success platforms

Qualifications

Experience and Certification:

• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree or relevant certification is a plus.
• 6-8 years of experience in customer service, client onboarding, account management, or a related field, 2-3 years of experience in customer success, account management, or a similar role, with experience in managing pilot programs or projects preferred.
• Proven track record of successfully managing customer relationships and leading teams.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple

Bangalore (WFH)

Shift - Night (6.30 pm – 3.30 am)

Additional Information

WORKING AT ALTISOURCE ADVANTAGES

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top rupee
• Bonus Potential – if you go above and beyond, you should be rewarded

Good Health

• Comprehensive insurance plans like Medical, Personal Accident Benefit and Life Insurance
• Wellness Programs (examples include eye examination, diabetes checkup camp, hemoglobin check and health talks)

Happiness

• 10 paid holidays, plus 26 paid days off per year
• Lots of employee engagement activities both offsite (examples include family cricket/football games, annual company celebrations and happy hours) and onsite (examples include office stress buster events, holiday parties, and quarterly Living our Values celebrations)
• Opportunities to join our community service initiatives, including Habitat for Humanity

Are you up to the challenge? What are you waiting for? Apply today!