Senior Director Agency Customer Success - Ardán Inc.

Job Description

Job Description

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Role Summary:

Westcor Global Inc is modernizing how title insurance services are delivered across an increasingly digital, automated, and interconnected ecosystem. As the organization continues advancing agent-facing platforms, title production integrations, automation, AI-enabled workflows, and strategic technology partnerships, the experience our customers have with technology has become an increasingly important part of how we differentiate Westcor in the market.

The Senior Director, Agency Customer Success is responsible for ensuring Westcor’s agency customers successfully adopt, utilize, and realize value from our technology products, integrations, and services. This role serves as the primary bridge between our agents, Agency organization, Product, Engineering, Support, and key technology vendors.

Combining deep title-industry and title production system expertise with customer success, technology enablement, and vendor management, the Senior Director will help ensure Westcor’s technology fits naturally into the way agents operate their businesses. The role will act as both the voice of the agent within Technology and the voice of Technology to the agent, identifying friction, improving workflows, increasing adoption, and strengthening customer relationships through technology.

Success in this role means moving beyond simply making technology available to agents. It means ensuring that Westcor’s products, integrations, forms, workflows, and services work effectively within the agent’s environment and consistently deliver value.

 

Key Responsibilities:

Agency Customer Success

• Own the overall technology success experience for Westcor’s title agents.
• Serve as a trusted technology partner and advocate for agents, providing a high-touch, white-glove approach to technology engagement.
• Build strong relationships with agents to understand their business operations, technology environments, workflows, challenges, and opportunities.
• Partner closely with Agency Representatives and field leadership to incorporate technology into the broader agent relationship.
• Participate in new-agent onboarding and provide a structured technology introduction and discovery process.
• Establish regular engagement with key agents to proactively identify needs and address issues after they become larger customer concerns.
• Coordinate internally across Agency, Product, Engineering, Support, Operations, and other functions to drive agent technology needs through resolution.

 

Title Production Systems & Workflow Expertise

• Serve as a subject matter expert on title production systems and how title agents utilize those platforms in their day-to-day operations.
• Maintain a deep understanding of agent workflows across order entry, title production, commitments, CPLs, closing, policy production, remittance, and related processes.
• Understand how Westcor products, forms, integrations, and services are represented and utilized within major title production platforms.
• Proactively identify gaps in forms, integrations, configurations, workflows, or functionality that may create friction for agents.
• Partner with Product and Engineering to translate agent workflow requirements into actionable technology solutions.
• Ensure Westcor’s technology capabilities are implemented in a manner that works effectively within real-world agent workflows.
• Support testing and validation of new integrations, enhancements, forms, configurations, releases, and defect remediation from the agent perspective.

 

Agent Advocacy & Product Feedback

• Establish a structured feedback loop between agents, Agency, Product, and Technology.
• Gather and synthesize agent feedback related to technology products, title production workflows, integrations, and service experiences.
• Identify recurring themes, product gaps, workflow inefficiencies, and opportunities for innovation.
• Represent agent priorities during product roadmap, enhancement, and integration discussions.
• Help Product and Engineering distinguish between isolated customer requests and broader market or workflow needs.
• Ensure agents receive appropriate communication regarding enhancements, issue resolution, product changes, and new technology capabilities.
• Support strategic customer meetings and product demonstrations as the agency technology subject matter expert.

 

Cross-Functional Leadership

• Serve as the primary connector between Agency and Technology on agent-facing technology matters.
• Work closely with Agency leadership to identify where technology can strengthen customer relationships, improve retention, and support growth.
• Partner with Technology Operations on roadmap priorities and agent requirements.
• Provide leadership with visibility into agent technology adoption, key issues, emerging trends, and opportunities for improvement.

 

Key Measures of Success

Success in this role will be measured through a combination of customer, technology, and operational outcomes, including:

• Agent adoption and utilization of Westcor technology products and services
• Agent satisfaction with Westcor’s technology experience
• Reduction in recurring agent technology issues and workflow friction
• Timely resolution of escalated agent technology matters
• Accuracy and availability of Westcor forms, workflows, and functionality within supported title production systems
• Increased agent retention, engagement, and relationship value supported by technology

 

Qualifications & Experience:

• 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.

 

Ideal Candidate Profile:

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.

Ultimately, the Senior Director, Agency Customer Success is accountable for ensuring that Westcor’s technology works for our agents in the real world and helps make Westcor the easiest underwriter to do business with.

Ardán offers some great perks: 

• Health, dental, and vision benefits
• Employer-paid disability and life insurance
• Flexible spending accounts 
• 401K with company match 
• Paid time off and company-paid holidays
• Wellness Resources

Note:  This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job.