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Full-timeDescriptionAs Director of Client Success, you will be dedicated to Lender Accounts to ensure their success through sales, onboarding, performance management, and relationship management. As CreditXpert works to develop direct relationships with mortgage lenders, the Director of Client Success will focus both internally and externally to support several key areas of the customer journey; including and not limited to prove, justify, onboarding, and performance management. You will become the SME for Lender Content and CreditXpert platform demonstrations in collaboration with the CX Product Team.Essential Functions:As the Director of Client Success, you will be responsible for developing strategies around operationalizing and maximizing Lender Success with the CreditXpert platform.
Primary focus areas will include;
- Enterprise Client Management
- Relationship Management
- Attend Trade Shows, Onsite and Zoom events as internal and external Training SME as requested by VP and of Sales and Client Success
- Establish regular Lender call cadence with proper contact. Communicate updates and next steps.
- Own Lender Renewal Agreement Process and any potential “up sale” processes.
- Onboard Lenders - Process Design, Content Development, and Deployment
- Collaborate to establish Training Engagement process and content, developing scalable out of the box training strategy in collaboration with Product team.
- Facilitate training engagements and successful onboarding of Lenders to CreditXpert software; tracking and reporting in Hubspot
- Lender Performance Management - Process Design, Development, and Deployment
- Establish a Lender Services workflow, processes and CreditXpert best practices to be implemented at Lenders and Brokers of all size
As the Director of Client Success, you will also support:
- Sales Engineering
- Sales Demo Environment Ownership
- Performs Sales demonstrations
- Configures and maintains environment
- Video creation
- Sales Enablement
- RFP management
- Case study inputs
- Demo processes
- Creation and implementation of needed sales processes
- Other Sales related support and enablement.
PM22RequirementsCompetencies and Criteria for SuccessJob Specific Competencies:
- Technical / Analytical
- Complex Problem Solver
- Sense of Urgency
- Team oriented
- Adaptable
- Professional
- Detail orientation
We look for top performers who:
- Act - Value actions and results, not just ideas
- Perform – Embrace the team, we succeed or fail together
- Pivot – Comfortable to change course in support of company objectives
- Engage – Be part of the team, be nice, get involved
- Adapt – React positively to new information
- Influence – Positively impact what we do and how we do it
- Learn – Passionate about continuous improvement and learning
Required Education and Experience
- Proven success in establishing and implementing enterprise accounts and account retention plans
- Deep understanding of the credit and mortgage finance practices
- Minimum of 7 years Mortgage Industry Relationship and Technical Account Management
- Bachelors - 4-year degree
- HubSpot CRM experience, a plus
- Experience in a start-up environment, a plus
Additional DetailsPosition Type: Full-TimeThis is a full-time position that may require long hours and occasional weekend work.Classification: ExemptCategory/Level: Functional Lead/DirectorSupervisory: No direct supervisory duties.Travel: 30%May include industry specific tradeshow participation
