Customer Success Manager (SaaS Software)

About iBusiness Funding

 

iBusiness Funding is a software and lender service provider specializing in small business lending. Our technology, team, and process enable us to support loans from $10,000 to $25 million for our lending partners. Our technology solutions have been proven to quickly scale our clients’ portfolios without the need for additional overhead. Our flagship product, LenderAI, features end-to-end lending functionality from sales all the way through servicing

 

To date, we’ve processed over $11 billion in small business loans and handle more than 1,000 business loan applications daily. Our team is driven by our core values of innovation, integrity, enjoyment, and family.

 

Join us and be part of a team that’s transforming the finance industry and empowering businesses to thrive!

 

Position Description

 

We are looking for a skilled and experienced Customer Success Manager to join our team! 

The CSM will be working with our Director of Implementation and responsible for helping Clients get onboarded with our products and services. As a CSM you will walk Clients through the implementation processes, train end-users on the platform as well as be the subject matter expert for SBA and Commercial lending related questions. As a Customer Success Manager, you will join sales demos as presenter and answer loan origination or product related questions. You will be your Client’s direct point of contact with the Company and will be available to them during off hours and well as normal business hours.

 

Major Areas of Responsibility

 

• Responsible for ensuring the successful implementation of cloud-based banking software.
• Ensure completion of post-go-live milestones, deliverables, and feature configurations.
• Work alongside the project lead to implement and communicate process improvements with systematic solutions
• Participate in requirements analysis and design discussions surrounding software feature requests.
• Monitor the customer’s initial setup and ongoing maintenance processes regarding the installation, training, and ongoing support.
• Contact customers, including their management, on a regular basis to discuss open issues, ongoing needs, and future plans.
• Maintain current files and update the appropriate internal systems and/or personnel regarding customers including correspondences, current configuration, personnel, etc.
• Perform training, consulting, or other support services (including telephone support and production services) for customers as directed.
• Available to respond to Clients on and off-hours very quickly.
• Offer a direct point of contact for all customers to report their issues and/or questions regarding company’s systems and services.
• Join sales calls and demo the product to perspective clients.
• Answer loan origination specific questions ranging from SOP, Sales, Underwriting, Closing, Audit, Servicing etc.
• Monitor and follow-up on open customer support issues.
• Develop informational reports.
• Take a hands-on approach to troubleshooting and assist on technical support tickets
• Identify and deliver on Up-Sale opportunities
• Engage in continuous learning to navigate changing business needs and product development.

 

Required Knowledge, Skills, and Abilities

 

• Bachelor’s degree.
• At least 3+ Year of Customer Success Manager experience.
• At least 3+ years of lending experience, ideally in Small Business Administration lending roles such as SBA Sales, Underwriting, Closing or Servicing experience.
• Understanding of banking processes and the lifecycle of a loan from origination to servicing
• Understanding of software development lifecycle.
• Experience working with multi-functional and multi-location teams across departments and timezones.
• Extensive software experience with MS-Office 365, MS-Visio, MS Excel, SharePoint and Professional Services Automation software.
• Must be a team player and be able to effectively interact with staff at all levels of the firm.
• Strong conceptual, analytical and problem solving skills.
• Comfortable learning new tools, processes, and industries on the fly
• Excellent client skills and customer relationship management skills.
• Ability to build rapport with customers via phone, email and video conferencing. Skilled in emotionally intelligent communication.
• Ability to manage several concurrent tasks and priorities on the fly while maintaining a calm demeanor in a fast-paced environment. Able to wear multiple hats and shift between tactical and strategic tasks fluidly throughout the day.
• Demonstrated abili