As a valued colleague on our customer facing team, you will lead team members in assessing the potential application of enterprise technology products or services and offer solutions that meet customer needs.
Job Description
THE IMPACT YOU WILL MAKE
The Customer Management Solutions - Sales Engineer - Lead Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:
- Provide best in class consulting services to Fannie Mae customers (e.g. seller/servicer). Champion new digital products and new corporate offerings with the customer.
- Create and execute on strategies to maximize the adoption and utilization of Fannie Mae products.
- Independently determine the customer business needs and processes, while identifying and resolving conflicting or complementary needs across customer groups. Consult on customer’s processes to ensure ease of doing business with Fannie Mae and help support customer’s business strategies.
- Lead cost benefit studies for maximizing the most complex and widely used enterprise products and services. Position Fannie Mae digital products with customers. Develop customer engagement strategies and presentations that both support Fannie Mae product adoption as well as help customers ultimately increase business and reduce operational costs.
- Leverage technical training on complex topics for clients and communicate critical customer feedback about digital products and programs to product teams for future developments.
- Use advanced technical knowledge of product offerings to support and build adoption and maximum utilization.
- Lead product teams and customers to analyze and triage the most complex issues with digital products and programs.
- Work closely with the Customer Management Solutions Team, Products Teams as well as customers to create product adoption strategies.
- Assist with customer solutions and communicate process implications from the customer’s standpoint.
- Act as liaison between Fannie Mae Product Teams and Customer to support both existing and new product implementations.
- Interpret policies for customers to help support business and technology needs.
- Coach staff on how to develop and improve customer engagements.
- Execute go-to-market strategies on key initiatives.
Qualifications
THE EXPERIENCE YOU BRING TO THE TEAM
Minimum Required Experiences
- At least 4 years related experience
- Knowledge of the primary and/or secondary mortgage markets and loan lifecycle.
- Possess strong analytical, problem solving and business process redesign skills.
- Experience providing business process and product consulting services.
- Demonstrated strong verbal and written communications skills.
- Ability to present to all levels of customer’s staff (including C-level executives).
- Proven ability to develop strong relationships both within and outside the organization.
- Ability to create and communicate metrics related to customer engagement success.
- Understanding of Fannie Mae technologies and products (e.g. Day One Certainty, Desktop Underwriter, etc.)
- Ability to articulate customer feedback to Fannie Mae product teams in an effort to improve Fannie Mae’s product offerings.
Desired Experiences
- Bachelor’s degree or equivalent
- Sales or customer relationship management experience, particularly in the business process and product support area.
- Experience using Salesforce CRM
The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.
Fannie Mae is a flexible hybrid company. We embrace flexibility for our employees to work where they choose, while also providing office space for in-person work if desired. At times, business need may call for on-site collaboration, which means proximity within a reasonable commute to your designated office location is preferred unless job is noted as open to remote.
Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at [email protected].
The hiring range for this role is set forth on each of our job postings located on Fannie Mae's Career Site. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee’s physical, mental, emotional, and financial well-being. See more here.
