Senior Director Agency Customer Success - Ardán Inc.
On-siteMaitland, Florida, United States
Job Summary
Own the overall technology success experience for Westcor's title agents by serving as a trusted technology partner and advocate, providing a high-touch, white-glove approach to engagement. Build strong relationships with agents to understand their business operations, workflows, and challenges, while participating in new-agent onboarding to deliver structured technology introductions. Establish regular engagement with key agents to proactively identify needs and address issues before they escalate, coordinating internally across Agency, Product, Engineering, and Support to drive resolution. Serve as a subject matter expert on title production systems, identifying gaps in forms, integrations, or functionality that create friction, and partnering with Product and Engineering to translate agent requirements into actionable solutions. Gather and synthesize agent feedback to represent priorities during product roadmap discussions and ensure agents receive appropriate communication regarding enhancements and changes.
Required Qualifications
- Significant experience in the title insurance, settlement services, or title technology industry
- Deep understanding of title agency operations and title production workflows
- Strong working knowledge of major title production systems and how title agents configure and utilize those platforms
- Demonstrated ability to understand business processes and translate them into technology and workflow requirements
- Experience in customer success, product enablement, title technology consulting, implementation, operations, or a similar customer-facing technology role
- Experience working with software vendors, integrations, requirements, testing, release management, and issue resolution
- Strong presentation, training, facilitation, and written communication skills
- Ability to build trusted relationships with customers while effectively navigating Product, Engineering, Support, Agency, Marketing, and vendor organizations
- Strong organizational skills with the ability to manage multiple customer, vendor, and technology priorities simultaneously
- Highly proactive and comfortable taking ownership of issues through resolution
Desired Qualifications
- The ideal candidate understands that Westcor's agents do not experience our technology as a collection of individual systems, products, integrations, vendors, or internal departments. They experience Westcor.
- This person understands how a title agent operates, how work moves through a title production system, where technology can create friction, and how small workflow issues can have an outsized impact on the customer relationship.
- They can sit with an agent and understand their production workflow, work with a title production system provider on an integration issue, collaborate with Product on an enhancement, validate functionality with QA, train an Agency Representative on a new capability, and help leadership understand where technology can strengthen an important customer relationship.
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