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Client Success Manager The candidate will be an individual contributor in the Client Services / Support organization responsible for building strong relationships with an assigned portfolio of key and/or strategic clients. In this role will serve as a trusted advisor and internal advocate for clients, helping them maximize the value of Lending solution(s) through careful resource management and strong client relationships based on accountability and trust. Will be aligned with counterparts in the Sales organization to help these clients achieve business success with Lending products, leading to greater client satisfaction and loyalty. Build and maintain strong relationships with assigned key and/or strategic clients. Advise clients on the optimal approaches to technical challenges based on a thorough knowledge of Lending products as well as the client’s environment. Work effectively with the Client Support organization to ensure support cases for assigned accounts are reaching resolution in an effective and timely manner. Conduct periodic meetings with clients via telephone or onsite to ensure operational effectiveness and client satisfaction with company Lending products. Serve as primary point of contact inside and outside company for escalated support issues. Help drive continuous improvement of company Lending products and processes through careful consideration and effective communication of client feedback. Should have Bachelor's degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience. Must have 6+ years relevant work experience including customer support, consulting, and/or account management. Should have experience in dealing with large enterprise accounts. Relevant experience in understanding Financial Institution client needs is needed. Must have in-depth understanding of at least one company Lending product; broad knowledge of others. Should have good prioritization skills when workload exceeds capacity. Must be able to organize and lead effective meetings, internally and with clients; able to organize issues and problems so next actions and current status are easy to understand. Should able to independently handle client escalations.
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