Earlier this year, demand for Qualia’s product reached an all-time high. Since then, customer growth has continued to increase at a rapid rate. At the onset of this growth, Qualia’s Customer Success team was presented with a substantial challenge to their tried-and-true customer service processes. Qualia’s Customer Success leaders acted quickly to strategize new processes and a plan to double the size of Qualia’s Customer Success team.
The difference between Qualia’s Customer Success team today and just a few months ago is night and day. In recognition of this transformation, Rob Zambito, Qualia’s Director of Customer Success, has been named as a 2019 HousingWire Insider. This award recognizes the top leaders across the housing industry who are propelling their companies to success.
Rob’s demonstrated record of entrepreneurship and skilled management of fast-growing teams was central to the Customer Success team’s transformation and rapid growth. With his guidance, Qualia successfully scaled multiple account management teams responsible for ensuring best-in-class customer experience. Rob and his colleagues have systematized an onboarding process and a consultative, personalized experience for accounts of all sizes across the country.
“Our Insiders grow more difficult to choose each year as their talent and impacts to the mortgage and real estate industry continues to blow us away…This year’s winners are truly the secret weapons,” said HousingWire Associate Editor, Kelsey Ramírez.
Rob, who graduated from the University of Pennsylvania where he received a degree in consumer psychology, leverages his deep interest in behavioral economics to innovate new processes that help customers make the most of Qualia’s platform. His systematic approach has helped customers maximize their return on investment with Qualia and drive use of the platform among their employees.
“As Qualia continues to grow, our team is committed to creating a personalized experience for each of our customers. We are dedicated to helping title & escrow professionals improve their day-to-day workflows and deliver a best-in-class closing experience for their clients. I’m honored to represent my team as the recipient of this award,” Rob said.
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