At LenderLogix, we understand that a job description alone may not give you a complete understanding of what it's like to work in a particular role. From daily tasks to the office environment and company culture, it's challenging to grasp the essence of a job until you experience it firsthand as an employee.
In order to provide you with better insight into the Customer Success Specialist position at LenderLogix, we want to share a typical day in this role. Once you've completed the onboarding and training process, here's what you can expect:
- Arrival at the LenderLogix Larkinville office and parking in our free/private lot. Enter our incredible office space to begin the day.
- Start your Mac and check your calendar for the day.
- You have set specific tasks to accomplish today. In between scheduled appointments, you focus on an email campaign that demonstrates the use of a new feature we recently added to our product. This project has involved collaboration with your manager and other team members. Additionally, you plan to follow up with a few clients you trained last week to assess their progress.
Here are some other important items on your calendar:
- A training call at 9:30 am, where you guide a new employee of one of our clients on how our software will revolutionize their business operations.
- An All Company meeting at 11 am, during which each department updates the team on ongoing projects and upcoming initiatives. We prepared for this meeting together, discussing the challenges and successes we've encountered since the last session.
- Another training call at 1:00 pm, providing a refresher for an existing user who hasn't fully incorporated our software into their daily workflow. The goal is to help them utilize our program more effectively to meet their own goals.
- At 3:00 pm, you have blocked time to create a "How To" video for our Learning Center, addressing common questions from our clients.
A few more notes on the day...
- Before your first appointment, you use your available time to address a couple of support requests that came in overnight. One user needs their email address updated, and a client wishes to place an additional order for one of our closing gifts.
- You also prepare for the 9:30 training call by reviewing our CRM to understand the systems used by the client's company. You go through any relevant notes and visit the client's website and the trainee's bio page to gather background information. This research helps facilitate the upcoming conversation and identify potential opportunities to introduce additional products.
- Just before the training call begins, someone in the kitchen announces that they are making cappuccinos for anyone who wants one. You grab some caffeine to kickstart your day!
- The remainder of your day revolves around your scheduled appointments and completing the tasks you set for yourself. During any downtime, you may review tickets from our CRM to identify users who haven't been actively utilizing our product. Reaching out to these clients is an ongoing effort.
- Our CRM will also notify you of specific activities that require follow-up. For instance, if one of your assigned clients reaches their annual anniversary with LenderLogix, you will be prompted to reach out and schedule an annual touchpoint. You can refer to our Standard Operating Procedures for guidance on how to approach such meetings.
- Amidst all these activities, don't be surprised if you become a part of one of our CEO's TikTok videos or get invited to play some pickleball in Larkin Square if you have some free time!
There's plenty of work to be done, and we all share a passion for ensuring our products help each client achieve their goals. Throughout the day, you'll have access to the rest of the team for assistance or to bounce ideas off them.
Oh, and after work, we're heading to a place where one of our developers claims they serve the best wings in Buffalo. We'll order wings and kindly explain to that employee why there are actually ten better places in Buffalo to satisfy our wing cravings!
