• Oversee and manage existing client relationships and play an active role in developing and building long-term relationships with clients to identify business opportunities, collaboratively develop value propositions that address client needs. • Be proactive in strengthening existing relationships and creating new ones, build solid engagements with clients, develop comprehensive solutions to maximize retention, up-selling and cross-selling. • Maintain and exceed revenue and upselling targets from our direct business. • Maintaining all information of customers’ activity within CRM platform. • Build business success stories and case studies. • Review and propose process improvement that drive client business and market penetration.

• Partner with Regional Sales Director, Territory Managers, and Sales Representatives to drive revenue growth and market share capture through strong coordination of sales and service efforts across the region. • Identify clinical opportunities through the use of analytics, time studies and/or field visits. • Address clinical opportunities through coaching or the development and execution of measurable initiatives. • Coordinate, develop, and implement strategies to increase service efficiency and optimize clinical headcount utilization. • Leverage best practices via network of Clinical Leaders and training. • Manage and coach clinical specialists through the utilization of field rides, individual and group meetings and company resources to ensure regional alignment of goals, development of talent and adoption of best practices. • Demonstrate effective change leadership to adapt to an evolving customer base, industry service expectations, and changes in team member skills and capabilities needed to win in the market. • Communicate and drive alignment within CRM at both the Area/Regional level on vision, goals and activities. • Adhere to, communicate, and reinforce policies, business conduct and quality standards. • Be critical part of a collaborative regional management team to locate, recruit and hire top clinical candidates for open positions. • Continually work to maintain a strong, diverse personnel "bench" of candidates for use in future hiring opportunities. • Oversee the training and development of the clinical team in implant, service delivery, competitive and product knowledge. • Ensure all direct reports have annual/quarterly objectives and implement a regular schedule of evaluating performance, providing feedback and coaching, and documenting performance needs and achievements; implement performance improvement plans, if needed. • Coach and advise the clinical team on teamwork, time and task management, and career development. • Perform administrative tasks related to management, expense, inventory and communication activities.

• Own the scaled success motion for OpenRouter’s startup and scaled customer portfolio. • Partner cross-functionally to iterate and refine the operating system for startup activation, retention, growth, and Enterprise conversion. • Create and refine the workflows, dashboards, alerts, and playbooks that help the team understand which startups need attention, why they need it, and what action should happen next. • Turn manual customer success and program operations work into repeatable systems. • Own the start-up inbox, day-to-day program communications, and portfolio health across the startup segment. • Build scaled intervention workflows for customers showing risk signals. • Create activation paths that help startups reach first value quickly and understand how to use OpenRouter effectively. • Partner with Sales to surface startups ready for Enterprise conversion, higher usage commitments, premium support, compliance, observability, throughput, or strategic partnership. • Work across GTM to expand distribution, improve onboarding and activation, and connect the startup program to broader growth initiatives. • Use AI-native tools and automation to reduce manual work across onboarding, follow-up, risk detection, expansion identification, reporting, and feedback capture. • Define what “healthy” looks like for startup customers. • Segment the portfolio into cohorts. • Create the operating cadence for reviewing startup portfolio health. • Help evolve OpenRouter’s startup program into a scalable growth engine. • Improve the application, approval, onboarding, activation, communication, and follow-up experience. • Build rubrics and workflows that identify high-potential AI-native startups and route them into the right journey. • Ensure approved startups get value quickly and have clear paths to scale. • Continuously improve how the program runs by streamlining processes and creating better experiences for founders, partners, and internal teams alike. • Turn startup customer, founder, and partner interactions into structured product signal. • Capture and synthesize feedback across onboarding friction, model availability, routing behavior, latency, reliability, pricing, documentation gaps, integration blockers, and developer experience. • Surface patterns to Product and Engineering based on frequency, customer severity, growth potential, and revenue impact.

Role Description Fairway is hiring a Customer & Partner Success Agent (Reverse Mortgage) who serves as the primary, remote point of contact connecting company-sourced consumers, referral partners, and our dedicated reverse mortgage team. In this role, you will drive inbound and outbound communication, follow up on high-quality leads, and schedule qualified appointments to ensure a seamless, positive experience during the initial stages of the reverse mortgage inquiry process. Operating in a fully remote capacity, you will collaborate closely with the AVP of Customer & Partner Success, licensed Loan Officers, and the National Reverse Team to maximize lead engagement, qualification, and successful transfers. What you will do: - Conduct targeted outbound calling campaigns to eligible consumers and referral partners generated through company marketing and approved data sources. - Promptly respond to inbound calls, emails, and web inquiries regarding reverse mortgage products and educational purposes. - Follow up with event registrants, marketing respondents, and prospective borrowers to evaluate interest and guide them through next steps. - Coordinate and schedule consultations between prospects and licensed Loan Officers using MS Bookings, Outlook, Zoom, and other scheduling tools. - Maintain meticulous lead notes, detailed communication histories, and follow-up tasks within Velocify and other internal CRM platforms. - Communicate effectively with assigned Loan Officers regarding borrower needs, updates, and scheduling activities. - Deliver a professional, educational, and consultative experience for every consumer while strictly adhering to company compliance and communication standards. - Leverage approved scripts, call guides, and outreach strategies to optimize borrower engagement and appointment conversion rates. - Assist with administrative tasks, customer support initiatives, and specialized marketing campaigns as directed by leadership. Qualifications - 1–3 years of experience in customer service, call centers, sales support, mortgage, or a related field preferred. - Proficiency with Microsoft Office products (Outlook, Word, Excel) and experience with CRM platforms (e.g., Velocify) is highly preferred. Company Description Fairway Home Mortgage, founded in 1996, is a nationwide leader in the mortgage industry. Customer service is at the heart of everything we do. We deliver personalized loan solutions with some of the fastest turn times in the industry. Our mission is to act as trusted advisors, guiding clients through every step of the mortgage process to exceed expectations and ensure satisfaction. Our culture promotes innovation, growth, and collaboration, offering exciting career paths and professional development. Whether you're starting out or advancing your career, Fairway is a place where your skills and ambitions can thrive.