Job Description
The Customer Success Specialist (CSS) drives engagement, provides ongoing client learning, and is responsible for customer service. You will be part of a team collectively responsible for the overall Customer Experience, understanding the customer journey, technologies, and success measures for each Customer. The CSS ensures that each touchpoint across the customer journey is engaging, efficient, and effective.
A successful CSS will wear multiple hats covering both Customer Success and Account Management, helping customers streamline their mortgage lending processes with LenderLogix integrated software solutions and promoting usage. Learn more about a day in the life of a Customer Success Specialist here.
Responsibilities
- Champion opportunities to consistently improve the LenderLogix experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Build and maintain relationships with customers
- Analyze customer’s business operations and share personalized insights to change behavior and drive adoption
- Act as the primary point of contact for customers post-sale
- Onboarding and setting up new customers’ accounts
- Perform training and on-going learning remotely or on-site as needed
- Create and distribute educational materials to help customers get more value from the product
- Identify upselling and cross-selling opportunities based on the customer's needs and usage patterns
- Respond to customer concerns and resolve configuration/support request
- Become the “voice of the customer” and communicate feedback and opportunities to internal teams
- Develop customer marketing materials to keep existing clients engaged with new features and ongoing education
Qualifications and Requirements
- Bachelor's degree (or equivalent) – Banking/Real Estate oriented major is a strong plus
- Self-motivated with ability to perform well under pressure
- Excellent communication, listening, influencing, and training skills
- Great organization, documentation, and time management skills
- Tech savvy with a strong aptitude for mastering new digital technologies
Nice to Have
- Loan origination or real estate experience
- Account management or customer service experience
- Experience using HubSpot or equivalent CRM solution
- Experience creating and editing video and print marketing materials
Compensation and Perks
- Compensation includes base salary
- Benefits package: healthcare, dental, 401K
- Unlimited Paid-time-off (PTO) and paid holidays
- Evolve in a collaborative atmosphere with a passionate team!
- StartUp-NY company related benefits
