Open To Work
Steven Palzer
Omaha
Summary
Results-driven Client Success Manager successful at enhancing customer loyalty with forward-thinking and attentive strategies. Competent in providing customers with exceptional experiences which drive retention. Eager to offer many years of related experience and pursue a dynamic, growth-oriented position.
Overview
18
18
years of professional experience
Work History
Enterprise Level Client Success Manager
ICE MT
01.2021 - 03.2026
- Drove client adoption of additional services to enhance relationship depth and optimize Encompass utilization
- Assisting clients with product demos by asking scoping questions to better gauge client needs
- Facilitated conversations about ALLRegs products to educate clients on their applications.
- Conduct monthly check in calls
- Schedule annual Tech Stack Calls
- Attend premier support meetings
- Creating Salesforce Opportunities for renewals and SOW quotes
Inside Major Account Manager/Client Success Manager
ICE MT
03.2018 - 12.2020
- Assisted clients in maximizing value from existing products to improve satisfaction and retention
- Drove client adoption of additional services to deepen relationships and enhance utilization of Encompass, contributing to revenue growth
- Assisting clients with product demos by asking scoping questions to better gauge client needs
- Calling Technical Support Contacts to escalate cases to maintain client satisfaction and better set client expectations
- Creating Salesforce Opportunities for renewals and SOW quotes
- Followed up with targeted clients on special promotions to ensure achievement of goals through calls, direct emails, and marketing blasts
- Engaged in discussions about ALLRegs products to provide clarity and information
Corporate Account Manager/Inside Major Accounts Manager
Ellie Mae
12.2016 - 02.2018
- Facilitated sales of add-on services to enhance client experiences
- Increased client engagement by introducing additional products during consultations
- Facilitated account review calls to strengthen client relationships
- Followed up with client list on direct marketing promotions to enhance engagement
- Managed escalation process for technical support cases to ensure timely resolution
- Provided support to two major account managers in managing client relationships
Industry Technical Support Representative
Ellie Mae
05.2013 - 12.2016
- Collaborated with enterprise-level clients during weekly calls to address concerns and enhance satisfaction
- Resolved client-submitted cases by analyzing issues and providing solutions.
- Responded to inbound client calls and chats to provide support
- Assisted clients by troubleshooting issues to restore functionality and improve experience.
- Supported team members by sharing knowledge and resources to resolve cases and contribute to project success
- Collaborated with account managers to develop effective client solutions.
- Conducted testing of future software releases to identify potential issues.
- Testing future releases for possible issues
DLP Consumer Loan Funding and Boarding Representative
Bank of the West
08.2010 - 05.2013
- Boarding new loans and reserve lines of credit
- Created wires for timely loan disbursements ensuring funds availability
- Collaborated with branches to process existing loan applications
- Ensured timely delivery of Fed-Ex shipments
- Maintained monthly equity and auto loan review spreadsheet for accurate reporting
- Issued reserve line of credit letters to clients
- Completing Fed-Ex distributions
Loan Research Representative
Bank of the West
06.2009 - 08.2010
- Resolved E-Oscar credit disputes to ensure accurate credit reporting
- Handled pay off demand requests to facilitate timely loan closures
- Fulfilled requests for account history
- Updated account addresses in the system
- Requested HELOC checks for processing
- Sending out ACH form requests
- Processed and sent ACH form requests to clients
Consumer Lending Document Prep
Bank of the West
02.2008 - 05.2009
- Processed closing document orders to ensure timely and accurate completion of transactions
- Verified accuracy of information in files
- Sent documents to branches for timely closing
- Contacted branches regarding past due files to facilitate resolution and maintain workflow
- Handled branch inquiries and documented file changes to support effective communication and file accuracy
- Executed daily spreadsheet updates for accurate tracking
- Retrieved reference numbers for reserve lines of credit
- Incorporated necessary documentation into files prior to branch submission
Education
University of Nebraska at Omaha -
University of Nebraska at Omaha
University of Northern Iowa -
University of Northern Iowa
Skills
- Consultative Sales
- Account Strategy
- Client Retention
- Relationship Management
- Client Support
- Customer Onboarding
- Prospect Management
- Salesforce proficiency
- Mortgage Loan Services
- Event Coordination
Business References
- Christine Conner, Strategic Account Manager, A2MAC1, 330-608-8849
- Lisa Kwiatkowski, Major Account Manager, ICE Mortgage Technology, 925-755-6235
- Michelle Reyes, Major Accounts Client Success Manager, ICE Mortgage Technology, 925-565-7710
- Victoria Doty, Vice President, Client Success Advocate- Relationship Manager II, Dark Matter Technology, 402-598-9344
- Amy Blum, VP Mortgage Systems Admin, West Gate Bank, 402-434-3483
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteSalary Range
$95000/yr - $200000/yrTimeline
Enterprise Level Client Success Manager
ICE MT
01.2021 - 03.2026
Inside Major Account Manager/Client Success Manager
ICE MT
03.2018 - 12.2020
Corporate Account Manager/Inside Major Accounts Manager
Ellie Mae
12.2016 - 02.2018
Industry Technical Support Representative
Ellie Mae
05.2013 - 12.2016
DLP Consumer Loan Funding and Boarding Representative
Bank of the West
08.2010 - 05.2013
Loan Research Representative
Bank of the West
06.2009 - 08.2010
Consumer Lending Document Prep
Bank of the West
02.2008 - 05.2009
University of Nebraska at Omaha -
University of Nebraska at Omaha
University of Northern Iowa -
University of Northern Iowa