• Cultivate and maintain strong, executive-level relationships with key stakeholders and decision-makers within a portfolio of strategic accounts. • Act as a central point of contact, ensuring seamless communication and collaboration between the customer and our internal teams (e.g., sales, marketing, product, and support). • Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor by meeting with A-list customers a minimum of quarterly. • Develop and implement strategic account plans with clear short-term objectives and long-term goals. • Conduct in-depth analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling. • Lead the creation, execution, and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services. • Drive revenue growth and profitability within assigned accounts by identifying and closing add-on business opportunities. • Monitor, analyze, and document key account health metrics (e.g., revenue, customer satisfaction, retention) and provide regular reports to both internal stakeholders and customers. • Forecast account and expected renewal performance, and work to exceed sales and retention targets and goals. • Provide feedback to product and marketing teams to help shape future offerings based on customer needs and market insights.

• Lead, coach, and develop a team of Enterprise Account Managers • Establish and manage performance expectations, KPIs, and career development plans • Foster a high-performance, customer-centric culture • Build and establish a modern Enterprise Customer go-to-market process to drive aggressive growth • Own enterprise account performance, including: • Net Revenue Retention (NRR) • Gross Retention • Expansion revenue • Develop and execute strategies to grow existing accounts and identify upsell/cross-sell opportunities • Build and maintain executive-level relationships with key customers • Partner with customers to understand business goals and align solutions accordingly • Expand and multi-thread existing account relationships • Lead account planning and quarterly business reviews (QBRs) • Partner with Sales on account transitions and expansion strategy • Collaborate with Customer Success to ensure adoption and value realization • Provide feedback to Product and Marketing based on customer insights • Implement scalable processes for account management and forecasting • Utilize CRM and data analytics to drive decision-making • Track and report on key metrics and performance trends

Role Description The Principal, Loan Boarding, Servicing Transfers, & Document Management is a senior individual contributor role embedded within the product organization. This is not a line operations or people management role. Instead, this position is designed for a deeply experienced servicing subject matter expert who understands, in detail, how Loan Boarding, Servicing Transfers (in/out), and Document Management functions operate and why they operate that way and can translate that expertise into scalable product capabilities. This role is responsible for supporting the end-to-end definition, product translation, and operational readiness of boarding, transfer, and document management workflows across the servicing lifecycle. The Principal ensures that all onboarding and offboarding events are executed with high data integrity, controlled risk, and seamless downstream continuity. Reporting to the Director of Servicing Product, this role partners closely with Product and Engineering to ensure that platform functionality accurately reflects real-world servicing operations, regulatory requirements, and investor expectations. Within the broader servicing product organization, this role serves as the primary domain subject matter expert and is responsible for translating boarding, transfer, and document management expertise into clear requirements, workflows, controls, and testing input for Product and Engineering. The Principal plays a critical role in validating that business rules, functional requirements, workflows, and edge cases are intentionally designed and not implicitly assumed. This is a fully remote position that offers a competitive salary range of $138,000 to $174,000, plus an annual bonus. You'll also receive our excellent benefits package, which includes medical coverage starting on day one and a company-matched 401(k). Compensation may vary based on experience, location, and other job-related factors. Responsibilities - Ensure product design reflects real servicing operations, including regulatory and investor requirements. - Translate operational processes into clear product requirements, business rules, controls, and system logic. - Ensure boarding, transfer, and document management workflows operate with appropriate controls, traceability, and auditability. - Define and validate end-to-end (E2E) workflows across loan boarding, servicing transfers (in/out), and document management. - Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions. - Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems. - Translate domain expertise into product requirements, business rules, and system logic, and advise Product and Engineering on the operational implications of design and prioritization decisions. - Ensure requirements are sufficiently detailed and unambiguous to support scalable, repeatable system behavior. - Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market. - Surface risks early, particularly related to data integrity, transfer accuracy, and operational readiness. - Partner closely with engineering teams to refine requirements, clarify logic, and support implementation. - Partner with Product and Engineering during backlog refinement and implementation planning to clarify requirements, validate business rules, and support functional decision-making. - Contribute to the development of known-answer and scenario-based test cases for boarding, transfer, and document workflows. - Validate system behavior and outputs against expected operational, data, and reconciliation outcomes. - Support UAT execution, defect triage, regression testing, and release readiness validation. - Partner with QA and engineering to design and implement an automated test suite informed by boarding, transfer, and document management domain logic. - Establish control frameworks for boarding and transfer processes, including validation, reconciliation, approvals, and audit evidence standards. - Define end-to-end boarding and servicing transfer workflows (in/out), including timelines, cutovers, testing, post-transfer stabilization, and operational readiness gates. - Define validation and reconciliation requirements for boarded and transferred data, including balances, escrow setup, payment history, suspense, ARM terms, fees, and servicing attributes. - Establish exception handling, defect categorization, correction workflows, and approval controls to ensure data integrity and reduce repeat issues. - Specify requirements for setup of key servicing terms and configurations at boarding/transfer, including ARM parameters, escrow baselines, fee structures, and downstream dependencies. - Define clean handoff requirements to downstream domains, including Cash Management & Escrow and Investor Reporting. - Define document lifecycle requirements, including scanning, indexing, archival, retrieval, and audit readiness. - Specify workflows for collateral handling, including receipt, cataloging, shipping, tracking, exception management, and chain-of-custody controls with custodians and vendors. - Govern servicing-side requirements for eVault/eNote coordination and exception handling. - Define monitoring, reporting, and dashboards for boarding/transfer defects, reconciliation breaks, and document completeness/quality. - Support adjacent servicing domains as needed based on program priorities and evolving platform needs. - Partner across domains to ensure alignment of workflows, data, and operational dependencies throughout the servicing lifecycle. - Contribute to resolution of cross-domain issues, gaps, and edge cases to ensure cohesive end-to-end platform behavior. - Apply servicing expertise to broader platform design decisions beyond primary area of ownership. Qualifications - 8+ years in mortgage servicing, with deep expertise in loan boarding, servicing transfers, and/or servicing operations. (AVP preferred; VP considered). - Strong understanding of servicing data structures, reconciliation methodologies, and defect remediation practices. - Experience leading or supporting document management functions. - Demonstrated ability to translate boarding, transfer, and document management processes into clear business requirements, controls, workflows, and test scenarios for Product, Engineering, and QA teams. - Proven functional leadership across cross-functional teams, including Technology, Operations, Product, and external partners. Company Description MSR Portfolio Services is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Role Description Stratacomm is seeking a seasoned, passionate, resourceful, and results-driven Account Supervisor to join our Marketing practice group and support a portfolio of clients. In this role, you will lead small- and mid-sized accounts and support larger programs under senior oversight. You will independently manage client relationships, oversee day-to-day account activity, and contribute to business growth — both through organic expansion with existing clients and by supporting new account pursuits. Core Responsibilities - Client Leadership & Account Management - Serve as day-to-day account manager and deputy to the account leads on assigned client accounts. - Build rapport and credibility with clients by developing a deep understanding of their missions, programs, and communications objectives, and providing proactive strategic consultation. - Demonstrate comfort and confidence presenting recommendations, creative concepts, and performance results directly to clients, including senior government stakeholders. - Contribute to new business pursuits through organic growth with existing clients and support in bringing on new accounts. - Strategy & Planning - Co-lead the development of results-oriented, integrated marketing and communications plans and other strategy documents for campaigns and projects, collaborating with cross-departmental teams. - Lead the development of creative and media briefs that clearly articulate an innovative strategy grounded in target audience insights. - Evaluate new paid media opportunities and platforms for relevance to client objectives, including compliance with government communications guidelines for any federal accounts. - Campaign Execution & Production - Collaborate across teams to monitor campaign delivery, troubleshoot issues, and ensure campaigns run as planned and within approved parameters. - Analyze campaign effectiveness reports and paid media performance data to extract meaningful KPIs and contribute to client-facing performance summaries. - Manage client reviews of creative concepts and provide clear, constructive feedback to internal creative teams. - Lead coordination of TV/video productions and photoshoots as they arise, serving as the primary agency liaison between the client, agency producer, creative team, and production partners. - Ensure all creative production elements align with approved strategy, brand guidelines, and client objectives. - Project & Financial Management - Lead the development of project timelines; track, schedule, and monitor progress across workstreams. - Support account leads with financial management, including scoping new projects, maintaining budget trackers, managing campaign budgets, reviewing time entries for invoicing, and preparing monthly activity reports. - Assist in developing written communications for special projects, including high-level client presentations, talking points, strategy memos, and research reports. - Oversee the quality and final production of all deliverables to ensure accuracy and completeness. Qualifications - Bachelor’s degree in advertising, marketing, communications, or a related field. - Minimum 5 years of experience managing marketing and/or advertising programs. - Demonstrated strong working knowledge of paid media channels (video, audio, OOH, digital display/programmatic, and social media). - Experience working with or on behalf of federal government clients preferred but not required. - Highly organized with strong time management skills. - Experience supervising projects and deliverables. - Demonstrated expertise in marketing and paid media. - Strong writing skills with the ability to independently deliver client-ready, clear, concise, and compelling copy. - Polished oral communication and presentation skills. - Demonstrated ability to provide strategic, actionable recommendations to clients. - Sound judgment, strategic thinking, and strong problem-solving ability. - Proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook, and Teams). - Previous experience working on video/TV production is a plus. - Ability to travel as needed to support client engagements. Benefits - Competitive benefits including 401(k) matching. - Medical, vision, and dental insurance. - Open PTO. - Paid Parental Leave. - Remote-First work policy.