Customer Success Manager
FUNDINGO is a comprehensive SaaS solution designed to streamline and enhance the loan lifecycle. FUNDINGO, built on the Salesforce platform by industry experts, is specifically designed for non-bank lending companies, making the entire process of originating, underwriting, and servicing loans more efficient. We are seeking a dynamic and experienced individual to join our team as a Customer Success Manager.
About the Role
The Customer Success Manager will ensure clients are successfully implemented and remain engaged throughout the process. Act as the point of escalation for implementation managers, resolving project issues and client communication effectively. Oversee multiple client onboarding projects to ensure smooth delivery and operational efficiency. Collaborate closely with internal teams to incorporate client feedback and ensure a positive implementation experience. Build and maintain strong relationships with internal and external stakeholders to drive customer satisfaction, ensuring clients are happy and willing to act as references, contributing to the company's growth and success.
Responsibilities
Client Happiness & Successful Onboarding
Ensure that clients are satisfied with the implementation process and continue to be engaged. Serve as the point of escalation for implementation managers, effectively resolving project issues.
Strategic Planning
Develop and execute strategies that align with the company's objectives, leading to successful project delivery and client satisfaction. Identify and implement improvements in processes to allow for on time and on budget delivery of projects.
Portfolio Management
Oversee multiple client onboarding projects concurrently, ensuring they are delivered successfully and clients go live on FUNDINGO's platform.
Revenue Generation
Identify opportunities to enhance client engagement and satisfaction through additional offerings, contributing to a positive experience. Liaise between implementation managers and clients to coordinate change orders.
Client Advocacy
Act as a primary advocate for clients, ensuring their needs and concerns are addressed promptly and effectively.
Collaboration with Internal Teams
Ensures client feedback is incorporated into product improvements and that implementations are smooth, leading to a positive client experience. Partner with cross-functional team members to drive customer references, product/project reviews, and case studies.
Smooth Handoff
Ensure a smooth handoff and continuity between sales and delivery. Work with sales to ensure implementation timelines, scope, and commitments are set up for client success during delivery.
Stakeholder Relationship Building
Builds strong relationships with stakeholders, which helps in maintaining long-term client satisfaction and encouraging clients to act as references.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field. A Master's degree or relevant professional certification is a plus.
- Minimum of 5 years in customer success, client management, project delivery, or a related field within the SaaS industry.
- Proven track record of managing client onboarding projects and driving customer satisfaction.
- Experience with financial services platforms, particularly Salesforce, is preferred.
- Excellent problem-solving and communication skills.
- Proficiency in CRM software (preferably Salesforce) and project management tools.
- Ability to develop and execute strategic plans aligned with company goals.
- Experience coordinating with teams across multiple disciplines.
- Demonstrated ability to build and maintain client relationships.
- Project Management Professional (PMP) certification is a plus.
- Ability to identify and capitalize on revenue-generating opportunities.
- Experience in managing teams and collaborating with various departments.
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