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Sr. Customer Success Manager
Sr. Customer Success ManagerLoanPro • Farmington, UT, US
Sr. Customer Success Manager

Sr. Customer Success Manager

LoanPro • Farmington, UT, US
13 hours ago
Job type
  • Full-time
Job description

Overview

Sr. Customer Success Manager role at LoanPro.

What You'll Own

As a Sr. Customer Success Manager, you will be a pivotal part of our Customer Success team, responsible for nurturing and maintaining strong relationships with our valued customers. Your primary objective will be to ensure the success and satisfaction of our customers throughout their journey with our company. By understanding their unique needs and objectives, you 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, increasing revenue growth, and maximizing customer lifetime value. As a customer advocate and trusted advisor, you will play a crucial role in driving customer success and fostering lasting partnerships, contributing to our company's growth and success. Responsible for exemplifying excellent customer service and the company's core values, culture, policy, and procedures at all times.

  • Technical Capabilities

Demonstrates strong technical understanding of software, SaaS, and LoanPro in particular. Capable of effectively supporting customer conversations by explaining technical concepts, troubleshooting basic technical problems, and coordinating with technical teams to ensure seamless service delivery.

  • Able to be a thought leader with technical discussions, helping clients determine best course of action regarding how best to employ LoanPro and our ecosystem of integrations, etc.
  • Business Conduct

    • Demonstrates a solid understanding of lending, fintech, and business principles at a medium to high level.

  • 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, while effectively deprioritizing non-essential matters.
  • 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, effective presentations, occasionally needing assistance with more complex topics.
  • Relationship Development

    • Builds strong relationships by 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.
  • Able to 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 manager's discretion and in accordance with company hybrid policy.

    Other duties as prescribed. 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.

    Job Qualifications / Skill Requirements

  • 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

    • 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.

    Seniority level

  • Mid-Senior level

    • Employment type

  • Other

    • Job function

  • Other

    • Referrals increase your chances of interviewing at LoanPro by 2x

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