Sr. Customer Success Manager - Farmington, UT (Preferred)
What you own:
Sr. Customer Success Managers (CSMs) are a pivotal part of our Customer Success team. You are responsible for nurturing and maintaining strong relationships with our valued customers. The primary objective of a Sr. Customer Success Manager (CSM) is to ensure the success and satisfaction of our customers throughout their LoanPro journey. By understanding the unique needs and objectives of our customers, a Sr. CSM will proactively engage with key stakeholders, provide personalized support, and offer strategic guidance to drive the maximum value from our solutions. Your efforts will focus on retention, revenue growth, and maximizing customer lifetime value. A successful Sr. CSM is a customer advocate and trusted advisor, playing a crucial role in driving customer success and fostering lasting partnerships that contribute to LoanPro's growth and success.
Essential Job Functions:
- Technical Capabilities
- Demonstrates strong technical understanding of software/SaaS, and LoanPro. Capable of effectively supporting customer conversations by explaining technical concepts, troubleshooting basic technical problems, and coordinating with technical teams to ensure seamless service delivery.
- A thought leader. Handling technical discussions and assisting customers in determining the best course of action and how to best employ LoanPro and our ecosystem of integrations..
- Business Conduct
- Demonstrates a solid understanding of lending, fintech, and business principles.
- Demonstrates a high level of business acumen and professionalism, able to engage with clients at all levels.
- Consistently responds to customer inquiries and internal communications (within the same day for most items)
- Engages in clear, professional communication with customers and internal teams.
- Proactively identifies potential issues, areas for improvement, and opportunities to add value, taking initiative to address them before they escalate.
- Creates and delivers clear and effective presentations, occasionally needing assistance with more complex topics.
- Relationship Development:
- Builds strong relationships fostering trust and loyalty both internally and externally.
- Effectively manages a complex portfolio of customers, identifying trends and common issues while providing consistent and high quality service.
- Manage common escalations by developing initial action plans and proactively working with team members and leadership.
- Conduct regular strategic/quarterly business reviews with clients, building out the schedule, agenda, and attendee list strategically.
- Customer Training:
- Collaborate across the organization to coordinate and deliver training programs and resources.
- Work with various teams to build and maintain educational materials that increase customer self-sufficiency.
- Feedback Collection:
- Implement mechanisms for gathering feedback on products, services, and overall customer experience.
- Analyze feedback to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
- Upselling and Cross-Selling:
- Identify opportunities for upselling or cross-selling based on customer usage patterns and needs.
- Collaborate with sales teams to maximize revenue potential.
- Customer Health Monitoring:
- Utilize key performance indicators (KPIs) and metrics to assess customer health.
- Implement systems to monitor and analyze customer data, identifying early signs of dissatisfaction or potential churn.
- Scalability Planning:
- Develop and refine scalable processes to manage a growing customer base efficiently.
- Evaluate and implement customer success tools and technologies to enhance operational effectiveness.
- An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at managers discretion and in accordance with company hybrid policy.
- Other duties as prescribed
What you have:
- Proven experience in Customer Success, Account Management, or a similar role in the SaaS industry.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Experience in loan management or financial services is a plus.
- Dedication to high-quality customer service delivery and integrity through proven client and customer relationships
- Energetic high performer who can meet deadlines, work independently, take initiative and follow through with requests
- Proficiency in G Suite, Microsoft Office applications as well as industry-specific analysis software
- Desire to support the LoanPro Core Values & Beliefs
Benefits of the Role:
- 80% Medical/Dental
- PTO and Holiday Schedule
- HSA and 401K Match
- Wellness Rewards and EAP
