Type:
Full-time
Requirement ID:
Location:
Remote- This role can be performed from anywhere in the US.
Apply To:
Diane Katz
/
diane.katz@primesoftinc.com
/
561-573-1581
Type:
Full-time
Location:
Remote- This role can be performed from anywhere in the US.
Requirement ID:
Setup:
Apply to:
Diane Katz
,
diane.katz@primesoftinc.com
,
561-573-1581
Our Client is a high growth enterprise SaaS company currently expanding in the Mortgage space. Their software offers both mortgage validation and continuous audit use cases to clients. The software touches both business and technical teams, transforming the way the industry functions. Our Client is looking for a dedicated Customer Success Manager (CSM) to support our customers in carrying out their goals, delivering a high level of customer satisfaction. This role will support our Client using a proactive and dynamic approach to satisfy the needs of their customer(s). The CSM will maximize the benefits of our Client’s product offerings to achieve desired outcomes for our customers. You are the Customer Advocate – turning feedback into actionable items, process, and product improvement.
· Draw actionable insights from real-time customer data, tracking the customer journey, creating use cases
· Develop procedures and policies and support customers with enhanced satisfaction
· Mediate between customer requests and organization's goals
· Drive mutual value between the customer and the company paving the way for a delighted, loyal customer base
· Retain existing customers, boost engagement, building long term sustainable relationships
· Bridge between customer support and sales - delivering personalized exceptional customer experience
· Handle escalated, complex tickets
· Analyze complaints and feedback and enable customers to discover different aspects and make a favorable decision based on their unique needs
· Face of our Client’s - customer point of contact post close
· Drive product adoption, ensure our Client meets/exceeds customer value proposition
· Support onboarding and training
· Work in collaboration with internal business units to drive revenue growth
· Experienceidentifying, capturing and utilizing real-time data to determine actionablesteps and draw actionable insights for customer success
· Experiencetracking the customer journey
· Learningfrom customer journey to create use cases
· Policyand procedure development
· 3-5years’ experience in mortgage
· 2-3years’ experience in a similar role (account management or customer success)
· Demonstratedability to communicate, present and influence key stakeholders at all levels ofan organization, including executive and C-level
· Proventrack record of building customer relationships
· Experiencedelivering client-focused solutions to customer needs
· Provenability to juggle multiple account management projects at a time, while maintainingsharp attention to detail
· Customer-focusedattitude
· Buildand maintain customer success enablement processes that can be leveraged acrossall customers
· Workin an atmosphere, doing whatever it takes to exceed customer expectations
· Protectingrenewals for a book of 10-20 corporate clients through driving adoption oftools and influencing customers - you have consistently over-achieved
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