Customer Success - Lender - Customer Success Manager

Position Overview:

The Customer Success Manager will be reporting to the Director, Customer Success to ensure our clients achieve the full potential of our lending products, Collateral
360 and RIMS. This position will be responsible for building relationships with key stakeholders to foster collaboration, develop an understanding of client’s needs and challenges, identify solutions, and educate users to increase client retention, growth, and loyalty.

• Help customers implement and realize the full value of Light Box lending solutions, partnering with them to achieve their performance objectives within our solutions.
• Drive product usage and adoption by understanding the customer’s workflow and guiding them to features or data relevant to their use cases.
• Deliver continuous product training and insights to help customers discover new and efficient functionality.
• Engage proactively with customers through periodic check-ins and touchpoints to understand their changing business needs.
• Highlight risks and opportunities for Account Managers to drive positive renewal outcomes.
• Advocate within Light Box on behalf of our customers to shape investments within Collateral
  360 and RIMS.
• Identify unmet customer needs and pass leads for upsell opportunities to our Account Managers.

• Bachelor’s degree in business, communication, or related discipline preferred; or

• 5+ years of experience in a customer facing role, such as onboarding, account management, or technical support.
• Experience using platforms such as Salesforce, Zen Desk, or Jira.
• Experience creating onboarding processes and customer success plan/playbook.
• Ability to quickly understand technical products and explain concepts to non-technical audiences.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team-player, initiative-taker, and multi-tasker who can quickly adjust priorities to ensure client satisfaction.

• Strong business professional communication and people skills.
• Strong problem-solving and analytical skills.
• Strong project management skills.

• Sitting for extended, continuous periods of time.
• Use of computer/monitor for extended periods of time.

This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.

This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours to meet deadlines or to accommodate customers.

Light Box and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the Light Box and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE