Type:
Full-time; Min. Experience: Some Experience; Salary: $100,000 - $120,000; Citizens or GCH only
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; Min. Experience: Some Experience; Salary: $100,000 - $120,000; Citizens or GCH only
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.
· Drawactionable insights from real-time customer data, tracking the customerjourney, creating use cases
· Developprocedures and policies and support customers with enhanced satisfaction
· Mediatebetween customer requests and organizations goals
· Drivemutual value between the customer and the company paving the way for adelighted, loyal customer base
· Retainexisting customers, boost engagement, building long term sustainablerelationships
· Bridgebetween customer support and sales - delivering personalized exceptionalcustomer experience
· Handleescalated, complex tickets
· Analyzecomplaints and feedback and enable customers to discover different aspects andmake a favorable decision based on their unique needs
· Faceof our Client’s - customer point of contact post close
· Driveproduct adoption, ensure our Client meets/exceeds customer value proposition
· Supportonboarding and training
· Workin collaboration with internal business units to drive revenue growth
· Experience identifying, capturing and utilizing real-time data to determine actionable steps and draw actionable insights for customer success
· Experience tracking the customer journey
· Learning from customer journey to create use cases
· Policy and procedure development
· 3-5years’ experience in mortgage
· 2-3years’ experience in a similar role (account management or customer success)
· Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
· Proven track record of building customer relationships
· Experience delivering client-focused solutions to customer needs
· Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
· Customer-focused attitude
· Build and maintain customer success enablement processes that can be leveraged across all customers
· Work in an atmosphere, doing whatever it takes to exceed customer expectations
· Protecting renewals for a book of 10-20 corporate clients through driving adoption of tools and influencing customers - you have consistently over-achieved
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