ApplyDescription
Job Overview
As CreditXpert works to develop direct relationships with mortgage originators, the Commercial Client Success Manager will be dedicated to CreditXpert Platform clients, supporting Direct Enroll and Commercial Clients from onboarding through renewal. The Commercial Client Success Manager will bridge the gap between sales, client success, onboarding, and product support. In this role, you will conduct ongoing client account management, training and onboarding; collaborating with cross-functional teams to escalate and resolve issues when necessary.
You will serve as the primary point of contact for all account-related inquiries for assigned accounts, delivering excellent client service in a timely manner. The Commercial Client Success Manager will focus on building loyalty to ensure long-term client retention by addressing client issues and managing performance with the goal of increasing utilization of the platform. Also, provide valuable insights to teams around credit subject matter expertise.
Essential Functions:
As the Commercial Client Success Manager, you will:
- Provide relevant account-related support to help Mortgage Originators utilize the CreditXpert platform to help their clients through credit optimization.
- Manage a high volume of clients to ensure their success on the CrediXpert platform.
- Serve as primary point of contact for Commercial and Direct Enroll client inquiries and issues.
- Function as a Mortgage Originator/Credit SME, when necessary, for internal teams to better understand what’s going on in the field.
- Works cross functionally to ensure onboarding is successful. This requires that Account Management works to support onboarding new clients.
- Fully understand the platform, its functionality, and best practices.
- Support training engagements and successful onboarding tasks in partnership with Product Support; tracking progress and providing reporting in Hubspot.
- Ensure client engagement, platform adoption, and increased utilization through structured and frequent business review meetings – likely quarterly.
- Meet and exceed established Client Performance metrics and KPI’s.
- Leverage the Bird’s-Eye-View of the Account Manager role to identify challenges impacting multiple clients, forecast trends, and elevate those findings to the product team for consideration.
- Monitor client activity, usage, and satisfaction closely and offer solutions before issues occur.
- Support the set up and use of CreditXpert by Direct Enroll clients.
- Handle escalated issues; dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution.
- Offer solutions to pain points related to usage and find opportunities for the client to leverage the platform to expand their business.
- Facilitate and support the lender renewal process.
- Create and improve call scripts and outbound email marketing to support clients at scale.
- Establish a strong process and metrics-driven foundation that will support a scaling function.
- Gather and relay client feedback to the product team for continuous improvement.
PM22Requirements
Competencies and Criteria for Success
Job Specific Competencies:
- Client Centric
- Technical
- Complex Problem Solver
- Sense of Urgency
- Team oriented
- Adaptable
- Professional
- Friendly
- Detail orientation
Do you have the X-Factor?
We look for Xceptional people to join our team.
Team Player: Are you a joiner? Are you comfortable working outside of the boundaries of your job description to support the company and team? Respected: Do you value integrity and display leadership qualities? Are you trusted to represent the brand well? Judiciously Courageous: Are you courageous enough to judiciously speak up? Composed: Are you composed, respectful, and calm? Do you value outcomes over output? Accountable: Do you own your work, your decisions, and the outcomes – good or bad? No Ego: Are you confident without having an ego? Would people say you are an active listener? Do you delegate where necessary, knowing that you can’t possibly know it all? Builder Mindset: Do you have an open mindset? Would you consider yourself a strategic doer? Focused: Do you easily differentiate between real problems and background noise?
Required Education and Experience
- 5+ years of relevant product support, client management, and/or onboarding experience for a Software as a Service (SaaS) product
- Proven success in enabling new clients, tracking client performance, and growing and renewing accounts.
- Deep understanding of SaaS products
- Firm understanding of the mortgage credit industry, a plus
- Bachelors / 4-year degree, a plus
- HubSpot CRM experience, a plus
- Experience in a start-up environment, a plus
Additional Details
Position Type: Full-Time This is a full-time position that may require long hours and occasional weekend work. Classification: ExemptCategory/Level: Professional Supervisory: No direct supervisory duties. Travel: 25% - May include industry specific tradeshow participation.About CreditXpert Inc.What makes CreditXpert an Employer of Choice
- Meaningful Mission!
- Creative, Performance Driven Culture
- Great Healthcare Benefits - most are 100% company paid
- Generous Paid Leave
- Hybrid Environment and Flexibility to work remote
- Stellar Workspace - great location/hassle free parking
- Professional Development and Tuition Assistant - we truly value continuous improvement and want to support your journey
Who we areCreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval. We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans. As lifelong learners, we have a passion for change and we constantly adapt everything (our business, internal processes, tools…). We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates.
We wear multiple hats, often stretch beyond our comfort zone, and see failure as an opportunity to learn. We have fun inventing advanced analytical solutions and creating great user experiences.What we doIn 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry. Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money. More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores.
As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers.BenefitsWe strive to create a great experience for our team, not just our customers. We want everyone to be excited about their work, fulfilled and worry-free. That’s why we offer lots of autonomy, support, and the flexibility you need to balance your life. Our compensation and benefits package ensures that you can focus all your energy on creating value for our customers and the company.Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.Work EnvironmentThis job generally operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position. Duties, responsibilities and activities may change at any time with or without notice.
