We are seeking a strategic and results-driven Head of Client Experience and Client Success to lead and scale a business-critical function focused on the end-to-end implementation of MAXEX’s mortgage products. This leader will ensure seamless product adoption by mortgage originators and drive exceptional client outcomes. The ideal candidate will possess deep expertise in mortgage product development and implementation, client success strategies, and advanced knowledge of industry systems such as product pricing and eligibility engines (e.g., Polly.io, Optimal Blue) and loan origination systems (e.g., Encompass, Byte, MeridianLink). This role will optimize processes, simplify platform utilization, and empower loan originators for long-term success with MAXEX’s multi-buyer loan exchange platform.
Key Responsibilities
Client Onboarding
- Design and continuously improve MAXEX’s originator onboarding process, accelerating time-to-revenue and delivering an exceptional customer experience.
- Develop customized onboarding toolkits (e.g., guides, workflows, and resources) tailored to different customer segments, including nonbank lenders, banks, credit unions, and business-purpose lenders.
- Create scalable, multi-format resources (e.g., video tutorials, documentation) to educate key stakeholders such as C-suite executives, secondary marketing professionals, operations teams, and loan officers.
Mortgage Product Implementation
- Act as the primary technical consultant for originators during the deployment of MAXEX’s non-agency mortgage products
- Oversee originator setup, including underwriting guideline configuration, pricing and eligibility engine (PPE) integration, loan origination system (LOS) workflows, and overall process optimization.
- Develop and refine standardized procedures, best practices, and support materials to minimize friction and streamline platform adoption.
- Partner with MAXEX’s Revenue, Operations, Credit, Capital Markets, Counterparty Management and Technology teams to continuously enhance onboarding and implementation processes.
Systems Optimization
- Leverage expertise in pricing and eligibility engines (e.g., Polly, Optimal Blue) and loan origination systems (e.g., Encompass, Byte, MeridianLink) to integrate MAXEX’s products seamlessly into originators’ environments.
- Ensure accurate configuration of new products in pricing engines, reflecting eligibility criteria and competitive pricing strategies.
- Collaborate with originator Secondary Marketing and Technology teams to maintain accurate product data and troubleshoot system discrepancies.
- Train originators to optimize the usage of pricing and eligibility engines as well as other tools such as doc sets, allregs etc toensureing maximum efficiency in setting up MAXEX with the sellers production environment
Client Success and Training
- Develop and lead ongoing training programs for diverse teams, including secondary marketing, underwriting, sales, marketing, and loan officers, to maximize adoption and effective use of MAXEX products.
- Create comprehensive educational materials highlighting product features, benefits, and best practices.
- Work closely with sales teams and client advocates to gather client feedback, resolve challenges, and identify opportunities for continuous improvement in client satisfaction.
Cross-Functional Collaboration
- Partner with MAXEX’s internal teams, including Revenue, Operations, Credit, Capital Markets, Counterparty Management and Technology to ensure smooth product rollouts and address any implementation challenges.
- Collaborate with technology teams to manage LOS configurations, troubleshoot system issues, and enhance product workflows.
- Present product implementation strategies and client success initiatives to senior leadership, ensuring alignment with company goals.
Performance Metrics and Optimization
- Define and monitor KPIs to measure the success of product launches, product adoption, client onboarding, and system integrations.
- Analyze performance data to identify gaps, optimize processes, and ensure product and client success objectives are met.
- Develop and execute strategies to address underperforming areas, ensuring continuous improvement in client outcomes and product adoption.
Qualifications
- Experience: 10+ years in mortgage product development, non-agency product implementation, or client success roles within the mortgage industry.
- Education: Bachelor’s degree in Business, Finance, Marketing, or a related field.
- Skills:
- Extensive knowledge of non-agency and Agency (FNMA, FHLMC, FHA, VA, USDA) mortgage products.
- Proven track record of underwriting setup, LOS configuration, and full-cycle mortgage product implementation.
- Familiarity with secondary market processes and multi-buyer loan exchanges like MAXEX.
- Advanced understanding of mortgage product pricing and eligibility engines (e.g., Polly, Optimal Blue) and loan origination systems (e.g., Encompass, Byte, MeridianLink).
- Strong project management expertise with the ability to handle complex product rollouts.
- Experience designing scalable onboarding and training programs across multimedia formats.
- Exceptional communication, leadership, and client success skills.
- Collaborative mindset with a demonstrated ability to work cross-functionally to achieve shared objectives.
Why MAXEX?
Working at MAXEX means being part of an innovative fintech company that’s reshaping the residential mortgage industry. As a growth-focused organization, MAXEX values innovation, collaboration, and integrity. Employees are empowered with responsibility and supported by a team dedicated to their success. The fast-paced, entrepreneurial environment is ideal for those eager to make a significant impact, engage with elite talent, and experience unparalleled opportunities for professional development in the financial technology space.
To apply, send your resume and a personalized cover letter highlighting your suitability for this role to careers@maxex.com.
