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Customer Success Manager

Company: SimpleNexus
Location: Lehi
Posted on: June 8, 2021

Job Description:

Customer Success Manager

SimpleNexus is one of the Inc. 500 Fastest Growing Companies in the United States. Headquartered in the heart of Silicon Slopes in Lehi, Utah, SimpleNexus is an Enterprise Digital Mortgage Platform; we are the leaders in providing mobile apps for mortgage companies and banks across the nation.

SimpleNexus has been around since 2011 and already we're serving over 25,000 loan officers. Our culture is built on growth and career development and not only do we have a lot of fun, we always ensure that everyone maintains a healthy work-life balance. We're growing fast, and we're excited to add more talent to our team.

CUSTOMER SUCCESS MANAGER (CSM):

Customer Success Managers are key members of the Customer team. They are responsible for developing customer relationships that promote retention and loyalty. They work closely with customers to ensure they are satisfied with the services received and work to improve upon areas of dissatisfaction. Customer Success Managers are also educated on the technical side of projects and offer insights and tips to customers on how to use features and troubleshoot. They work closely with other internal departments and analyze data involving customer reviews and experience with products or services.

The ideal candidate will thrive in the start-up environment and rise to the challenge of helping create new processes and procedures. Success in the CSM role is measured by customer satisfaction, relationship health, customer retention, and customer growth metrics.

WE'RE LOOKING FOR SOMEONE WHO:

  • Goes out of his or her way to complete a job and has a relentless drive to achieve results.
  • Is ambitious and energetic with an amazing work ethic
  • Enjoys being an empathetic customer advocate
  • Relishes collaboration and communication
  • Is articulate and solutions focused
  • Loves to collaborate with the team to build out best practices
  • Demonstrates diplomacy, tact, and poise under pressure when working through customer issues
  • Preferably has worked within a fast paced, high growth organization
  • Experience in the Mortgage Industry required
  • Has insatiable curiosity, with the desire and capacity to learn new things

AS A CSM YOU WILL:

  • Proactively check in with customers on a regular basis.
  • Measure progress against company goals and identify/address areas for improvement, this will typically come in the form of Executive Business Reviews.
  • Assist customers in realizing the full value of the technology they purchased and discover ways to add additional value.
  • Increase usage activity and adoption with individual loan officers within the assigned companies.
  • Serve as customer advocate inside SimpleNexus, helping customers receive the proper priority for resolving technical issues.
  • Ensure a seamless experience throughout all stages of the customer lifecycle, uncover customer success metrics and develop strategies that deliver value that is unique to each customer.
  • Develop and maintain customer retention programs and KPIs.
  • Collaborate with peers and company executives to create win-win scenarios for all parties involved.
  • Manage projects on behalf of customers as well as internal process improvement projects.
  • Support customers in their initiatives to promote SimpleNexus.
  • Uncover opportunities for up-sell and partner relationships.
  • Attend trade shows and other mortgage-related conferences.
  • Be an advocate for mobile technology.

BENEFITS

We work hard and play hard. As our company grows, so does our workplace experience. We want to create an environment where you can get your best work done.

At SimpleNexus, we offer competitive salaries with ample career opportunities. We want our employees to see us as more than just a pit stop on their career roadmap. We believe that as we grow as a company, our employees can grow with us.

For our Full-Time employees, SimpleNexus covers 90% of healthcare premiums and has annual HSA contributions. We offer unlimited PTO and encourage a culture of work-life balance.

Keywords: SimpleNexus, Lehi , Customer Success Manager, Other , Lehi, Utah

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