Technical Success Manager - Farmington, UT
What you own:
Technical Success Managers (TSMs) collaborate closely with the Customer Success Managers (CSMs) to support customers through their entire customer journey with LoanPro, including implementation. They are customer facing, strategic, product subject-matter experts. They are solutionists, builders, sellers, and project managers, responsible for exemplifying excellent customer service and LoanPro core values, culture, policy and procedures at all times.
Essential Job Functions:
- Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product
- Support the CSMs in technical calls, upselling, and building new requirements
- Collaborate with the Solution Architects on larger solutions
- Collaborate with customers to gather and understand their technical requirements, business goals, and objectives in order to design and architect solutions that leverage our platform to meet those requirements.
- Provide technical guidance and best practices to existing customers for integrating our platform with existing systems and workflows.
- Create detailed technical documentation, including architecture diagrams, solution design specs, and integration guides.
- Work closely with product and engineering teams to communicate customer feedback and drive continuous improvement of our platform.
- Advocate for customer needs within the organization, ensuring that their feedback is considered in product development and enhancements.
- Stay up-to-date with industry trends, emerging technologies, and best practices to continuously improve the solutions provided to customers.
- Collaborate with internal teams to develop and refine processes, tools, and resources that enhance the customer experience.
- 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, although the first 90 days are expected to be in office completely to accommodate in person training.
- Other duties as prescribed-Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What you need for success:
- Bachelor's degree in Computer Science, Information Technology, Finance, or a related field is preferred, but not required.
- 2+ years of experience in a technical customer-facing role, such as Solution Architect, Customer Success Manager, or Technical Success Manager.
- 2+ years of experience in lending (preferred)
- Strong understanding of software architecture, cloud computing, and system integration.
- Proven experience in designing and implementing complex technical solutions for enterprise customers.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Proficiency in APIs, payloads, and basic database queries is a must.
- Proficiency in scripting or programming languages (e.g., Python, JavaScript) is a plus.
- Experience with CRM, SaaS platforms, or FinTech solutions is highly desirable.
- Excellent oral and written communication skills, including facilitation of group presentations, and consulting skills
- Ability to assess needs, influence, collaborate, deliver and partner at the most senior levels in the organization
- Ability to build collaborative, trustworthy relationships across functions and geographies
- Strategic, enterprise-wide and systems thinking
- Good analytical and deductive reasoning skills
- Thoughtful leadership and strong management capabilities. Ability to influence at all levels in an organization, including Senior Executives
- Ability to consult with colleagues to identify issues, determine potential solutions, and analyze the impact on the broader organization
- Ability to build relationships across a range of styles and cultures to form networks within and outside the company
- Ability to use core technology to report information, analyze data and develop analytical models.
- Proficiency in G-suite applications as well as industry-specific analysis software
- Basic understanding of the industry, with the ability to become a subject matter expert on the job
- Ability to work in a fast-paced, team environment, with a proactive rather than reactive mindset.
- Innovation and problem-solving skills that include the ability to develop and propose equipment-based solutions for clients
Benefits of the Role:
- 80% Medical/Dental
- PTO and Holiday Schedule
- HSA and 401K Match
- Wellness Rewards and EAP
At LoanPro, we have the ability to make a real difference. LoanPro offers a value-based, innovation-focused, learning culture and endless opportunities for growth. Come help us build LoanPro.
