Total Expert

Customer Retention Specialist

• Analyze client servicing portfolios, using Customer IQ data enrichment and insights plus servicing, origination, credit, and property data, to identify the largest sources of runoff risk and recapture opportunity.
• Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every client, regardless of size or portfolio composition.
• Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross-sell, and prioritize which segments and clients to act on first.
• Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level.
• Deliver executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement.
• Build a standardized library of retention and recapture playbooks, purchase recapture, refinance retention, HELOC / home equity growth, cross-sell/upsell, and full lifecycle marketing that Customer Success can deploy consistently across the client base.
• Educate Customer Success Managers so every CSM can confidently advise clients on retention and recapture strategy, not just platform usage.
• Create enablement assets: workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that embed retention insight into every client touchpoint.
• Serve as an escalation resource and coach for Customer Success on complex retention-strategy conversations with strategic accounts.
• Design and launch a subscription-based Value-Added-Services offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support as a premium service clients can subscribe to.
• Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments.
• Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan for the VAS line.
• Own performance and revenue targets for the VAS offering post-launch, iterating based on client adoption and measured retention outcomes.
• Establish success metrics that tie VAS subscription value directly to client outcomes: reduced runoff, higher recapture rate, increased customer lifetime value.
• Define how Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals, and feed both the playbooks and the portfolio risk/opportunity analysis.
• Partner with Product and Engineering to evolve Customer IQ and the broader retention technology stack based on findings from client portfolio analysis, various data sources, and VAS delivery.
• Support enterprise sales with retention/recapture ROI analyses, particularly in competitive deals.
• Help quantify expected ROI and business impact of Customer IQ and the VAS offering for prospective clients.

VP, Customer Retention – Loyalty

Technical Account Manager

• Be the technical expert on customer use cases, configuration and tech stack
• Deliver structured, outcome-focused engagements that drive platform usage and customer value
• Identify and guide expansion and optimization opportunities as customer needs evolve
• Conduct usage reviews and platform audits to maximize ROI/value
• Lead strategic conversations with Customer to align business objectives with platform execution
• Provide actionable recommendations based on data insights, technical design, and industry best practices
• Document the project, including requirements, actions, outcomes and ROI-related deliverables
• Partner with CSMs and Customers to build mutually agreed-upon success plans that drive high-value engagements
• Advocate internally for customer needs and serve as a voice to Product and Engineering teams
• Participate in strategic planning, roadmap discussions, and Executive Business Reviews
• Maintain detailed records of account activity and engagement history in CS tools
• Share field insights, scalable solutions, and best practices across the organization
• Contribute to improving delivery playbooks, engagement models, and consulting frameworks
• Help refine internal processes to ensure TAM activities are efficient, impactful, and measurable
• Occasional travel may be required for strategic customer engagements