Senior Customer Success Manager
Twilio
ETLRealm
Customer Success Manager – SaaS Software
iBusiness Funding
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $120,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Responsible for ensuring the successful implementation of cloud-based banking software.
- Ensure completion of post-go-live milestones, deliverables, and feature configurations.
- Work alongside the project lead to implement and communicate process improvements with systematic solutions
- Participate in requirements analysis and design discussions surrounding software feature requests.
- Monitor the customer’s initial setup and ongoing maintenance processes regarding the installation, training, and ongoing support.
- Contact customers, including their management, on a regular basis to discuss open issues, ongoing needs, and future plans.
- Maintain current files and update the appropriate internal systems and/or personnel regarding customers including correspondences, current configuration, personnel, etc.
- Perform training, consulting, or other support services (including telephone support and production services) for customers as directed.
- Available to respond to Clients on and off-hours very quickly.
- Offer a direct point of contact for all customers to report their issues and/or questions regarding company’s systems and services.
- Join sales calls and demo the product to perspective clients.
- Answer loan origination specific questions ranging from SOP, Sales, Underwriting, Closing, Audit, Servicing etc.
- Monitor and follow-up on open customer support issues.
- Develop informational reports.
- Take a hands-on approach to troubleshooting and assist on technical support tickets.
- Identify and deliver on Up-Sale opportunities.
- Engage in continuous learning to navigate changing business needs and product development.
Requirements
- Bachelor’s degree.
- At least 3+ Year of Customer Success Manager experience.
- At least 3+ years of lending experience, ideally in Small Business Administration lending roles such as SBA Sales, Underwriting, Closing or Servicing experience.
- Understanding of banking processes and the lifecycle of a loan from origination to servicing
- Understanding of software development lifecycle.
- Experience working with multi-functional and multi-location teams across departments and timezones.
- Extensive software experience with MS-Office 365, MS-Visio, MS Excel, SharePoint and Professional Services Automation software.
- Must be a team player and be able to effectively interact with staff at all levels of the firm.
- Strong conceptual, analytical and problem solving skills.
- Comfortable learning new tools, processes, and industries on the fly
- Excellent client skills and customer relationship management skills.
- Ability to build rapport with customers via phone, email and video conferencing.
- Ability to manage several concurrent tasks and priorities on the fly while maintaining a calm demeanor in a fast-paced environment.
- Able to wear multiple hats and shift between tactical and strategic tasks fluidly throughout the day.
- Demonstrated ability to self-start, troubleshoot, and problem-solve in situations with limited guidance or precedent.
- High tolerance for change and uncertainty; energized by solving complex, undefined challenges.
- Experience in a startup or high-growth environment strongly preferred.
- Exposure to JIRA / Salesforce will have added advantage.
Benefits
- medical, dental, and vision coverage
- 401(k) with company match
- paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementlending experiencebanking processessoftware development lifecycletroubleshootingproblem solvingreport developmentup-sale opportunitiestrainingconsulting
Soft skills
team playerclient skillscustomer relationship managementanalytical skillsability to manage multiple taskscalm demeanorself-startingadaptabilitycommunication skillsinterpersonal skills
Certifications
Bachelor's degree
