2+ years in customer-facing roles within SaaS, Fintech, or Mortgage Industries
Exceptional written and verbal communication skills
Demonstrated ability in maintaining high customer service rates
Strong problem-solving and analytical abilities
Highly organized with capacity to juggle multiple tasks in a fast-paced setting
Education and professional experience will be factored in.
Responsibilities
Build and nurture long-term relationships with an assigned portfolio of clients
Guide new clients through the onboarding process to ensure successful adoption of Mortgage Automator
Deliver product demonstrations that effectively convey value to clients
Monitor client accounts for adoption gaps and proactively address potential issues
Respond quickly and professionally to client inquiries and coordinate solutions with internal teams
Gather client feedback to advocate for product improvements within the development team
Collaborate with the sales team to explore upselling and cross-selling opportunities.
Benefits
Competitive paid vacation for regular rest and recovery
Holistic wellness leave for personal well-being needs
Flexible hybrid work schedule for a blend of office and remote work
Monthly catered lunches to foster team bonding
Continuous professional development opportunities
Supportive and modern work environment equipped with necessary tools
Comprehensive health benefits.
Full Job Description
Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through.
Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential.
Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV).
Proactively monitor client accounts to identify adoption gaps, usage trends, or risks - and take initiative to resolve them before they escalate.
Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution.
Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements.
Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value.
Other duties as assigned.
Requirements
2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry.
Exceptional interpersonal and communication skills, both written and oral.
Proven track record of building and maintaining high customer service rates.
Strong problem-solving skills with an ability to analyze situations and provide innovative solutions.
Able to work independently, manage multiple priorities and thrive in a fast-paced environment.
Education and professional experience considered.
Benefits
Compensation
On Target Earnings (OTE): CAD 100,000 /annual
Split: 80% Base, 20% Variable
Time-Off & Work Life Balance
Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year.
Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health.
Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work.
Team Culture & Perks
Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues.
Growth & Learning: Continuous professional development with internal training and learning opportunities.
Modern Workspace: Professional, supportive environment with tools and technology needed to succeed.
