OT Internal Client Support Manager at Black Knight, Inc. in Jacksonville, Florida

Posted in Management 8 days ago.

Job Description:


OT Internal Client Support Manager

Job Description:

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals.Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.


The Internal Client Support (ICS) Manager position will have a broad scope of responsibility for building the partnership relationships necessary to provide exceptional support for assigned products. The manager will work within the guidelines established by the ICS Director and BKI policies and procedures. The manager will serve as an escalation point for Client Support and will have tactical authority in addition to management duties. This position will manage a group of resources that provides internal support for the OT products. The position leads the Originations Technologies teams that supports Empower, LendingSpace, Seller Digital, and other LOS applications and supporting integrations for all OT clients.


  • Provide Client Support product ownership.

  • Serve as liaison with all BKI internal departments relative to products assigned. Liaison activities will include the product life cycle, from inception to implementation and ongoing production support to Sundowning of the product line.

  • Serve as escalation point for Client Support.

  • Monitor product health and status

  • Maintain service level expectations, monitor and communicate with Client Support.

  • Understand product business plans.

  • Provide input into Client Support strategic plans based on product/support needs.

  • Coordinate Client Support's use of assigned products and support needs.

  • Identify opportunities for improvement opportunities relative to products assigned, both internally and externally.

  • Provide input to projects assigned to ICS consultants relative to products.

  • Provide product updates to extended Client Support team through meetings.

  • Coordination point for all change and problem management processes relative to products assigned.

  • Understand operating structure of Client Support.

  • Coordinate open issues reporting, both internally and externally.

  • Keep Client Support Management team and other team members informed on escalated production issues.

  • Provide reports to Client Support Management on product progress and performance relative to business plans.

  • Ability and willingness to provide support 24 X 7.

  • Rotate with other ICS Managers for night coverage for all product lines.


A Bachelor's or Master's degree in Business, Computer Science, Information Systems or the equivalent combination of education, training, or work experience.


  • Proven knowledge to represent the enterprise's entire range of products to the client and the industry

  • Strong knowledge of Black Knight's Empower and LendingSpace products is highly preferred

  • Proven track record in client relationship management and/or the sales of technology products and services

  • Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge

  • Broad understanding of the financial and strategic aspects of the business, and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business

  • Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction

  • Displays strong oral, written, and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients

  • Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client

  • Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise

  • Demonstrates the ability to lead by example and motivate professional level staff

  • Displays strong leadership qualities, decision making abilities, and strong business judgment * Possesses strong personnel management skills

Relationship Manager Senior

Excellent knowledge of the field with strong leadership skills. Establishes operational objectives and work plans, and delegates assignments to subordinates. Involved in developing, modifying and executing policies that affect immediate client operations and may have a broader impact to the business unit or division. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives of the enterprise and/or the client's business. Implements strategic policies when selecting methods, techniques and evaluation criteria to obtain results. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Regularly interacts with senior management or executive levels within the enterprise and/or client organizations. Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship. Authority for hire, fire, performance appraisal, and pay review decisions. Typically manages seven (7) or more strategic client relationships with total annual revenue of more than $20 million USD.

Typically requires at least twelve (12) years of client management or sales experience with five (5) or more years of leadership responsibility.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.


Sharon, PA

Time Type:

Full time