Job Summary:

• Build presentations and reports by analyzing social data and extracting insights to help clients make better business decisions
• Serve as key contact and subject matter expert to multiple clients in the portfolio
• Provide best-in-class onboarding as well as serving full ownership of a customer’s day-to-day needs including serving as the voice of the customer internally ensuring needs are heard, prioritized, and met
• Identify, troubleshoot and escalate any platform bugs and/or requests for speedy resolution
• Responsible to collaborate with the Account Manager on the CS & AM rules of the road
• Making sure all tracking documents are kept updated
• Responsible for updating, presenting and executing monthly Account Plans
• Work closely with the Account Manager on this but will be responsible for facilitating this monthly process
• Interface and communicate effectively with multiple cross-functional departments
• Act as a trusted advisor thought leader, and subject matter expert to clients
• Cultivate productive client relationships

Skills on Resume: 

• Data Analysis (Hard Skills)
• Client Relationship Management (Soft Skills)
• Onboarding (Soft Skills)
• Troubleshooting (Soft Skills)
• Collaboration (Soft Skills)
• Project Management (Hard Skills)
• Strategic Thinking (Soft Skills)
• Presentation Skills (Soft Skills)

Job Summary:

• Analyzing and conducting customer feedback
• Researching customer requirements
• Analysing the onboarding process for new customers
• Optimizing customer usage, engagement and retention
• Optimization of the sales process and pipeline, ensuring all appropriate metrics are tracked
• Identify opportunities for upselling customers
• Assist in reviewing pricing strategy
• Helping ensure alignment towards key performance indicators across entire sales and marketing teams
• Creating and prioritizing client feature requests
• Researching design best practices and advising the product team
• Helping create product tickets from a client-specific perspective
• Analysis of key product metrics to inform decisions
• Competitor product analysis

Skills on Resume: 

• Customer Feedback Analysis (Hard Skills)
• Requirement Research (Hard Skills)
• Onboarding Process Review (Hard Skills)
• Customer Engagement Optimization (Soft Skills)
• Sales Process Optimization (Hard Skills)
• Upselling Opportunities Identification (Soft Skills)
• Pricing Strategy Review (Hard Skills)
• Product Metrics Analysis (Hard Skills)

Job Summary:

• Set up new accounts for Developer and Customer lenders.
• Work with the Customer Success Manager to deliver an implementation plan for the customer.
• Set up new accounts for multifamily developers and lender customers.
• Works on contract renewals with existing customers.
• Facilitate and run training sessions/ write to improve the knowledge base.
• Write onboarding guides and a knowledge base
• Contribute/maintain the development and production of knowledge base material.
• Maintain a deep understanding of the Builders Patch product/data offerings.
• Position the most relevant features/functionality for clients' specific goals.
• Manage a pipeline of new and existing clients for implementations
• Work multi-functionally with sales and product teams.

Skills on Resume: 

• Account Setup (Hard Skills)
• Implementation Planning (Soft Skills)
• Contract Renewal Management (Soft Skills)
• Training Facilitation (Soft Skills)
• Documentation Writing (Hard Skills)
• Knowledge Base Development (Hard Skills)
• Product Knowledge (Hard Skills)
• Client Pipeline Management (Soft Skills)

Job Summary:

• Proactively maintains a high level of understanding of the loan process in order to efficiently handle borrower inquiries.
• Review borrower inquiries and provide detailed audits of the life of the loan.
• Utilizes various systems to review all communications with the borrower including email, call recordings and system notifications.
• Provides detailed analysis of all communications with the borrower to provide an end-to-end timeline of communication between loanDepot and the borrower.
• Assists the Operations department with various borrower contact touchpoints.
• Plays a pivotal role in supporting Operations leadership
• Assists in handling escalated matters and calls.
• Bring new, creative ideas to the team to ensure that all Viz.ai customers are delighted with the product
• Track and report on annual recurring revenue and create leads for opportunities to expand services within the installed base
• Provides support to Account Managers, Aftermarket Account Managers, and customers during the sales process.
• Supports account relationships with the designated Account Manager.

Skills on Resume: 

• Loan Process Knowledge (Hard Skills)
• Detailed Auditing (Hard Skills)
• Communication Analysis (Hard Skills)
• End-to-End Timeline Creation (Hard Skills)
• Operational Support (Soft Skills)
• Leadership Support (Soft Skills)
• Escalation Handling (Soft Skills)
• Creative Problem Solving (Soft Skills)

Job Summary:

• Supports Customer Success Team to ensure all programs are tracked and measured
• Aids in the creation of and responsible for maintaining dashboard amendments
• Consistently analyzes metrics to identify gaps in product knowledge and utilization, making recommendations for implementing improvements
• Completes reporting requests of a medium
• Assist the Customer Success Team by providing regular reporting across multiple, disparate data sources to populate key ecommerce metrics including payment authorization rates, decline rates and reasons, recovery rates, subscription renewal rates, fraud rates and chargeback rates
• Creates and utilizes reporting and measurement to ensure all programs are tracked and measured on indicators, including, but not limited to, revenue growth, traffic, etc.
• Partners with the Customer Success team with customers to provide data for key projects, challenges or escalations related to provided metrics
• Supports the process of creating benchmarks where the data is available
• Completes and provides analysis for current payment mix and makes recommendations for opportunities for growth
• Aggregates business cases for new payment methods, product development and opportunities for growth

Skills on Resume: 

• Data Analysis (Hard Skills)
• Dashboard Management (Hard Skills)
• Metrics Tracking (Hard Skills)
• Reporting Skills (Hard Skills)
• Ecommerce Metrics Expertise (Hard Skills)
• Benchmarking (Hard Skills)
• Customer Collaboration (Soft Skills)
• Strategic Recommendations (Soft Skills)

Job Summary:

• Recommends areas for additional localization needs to increase global footprint
• Analyze current ecommerce trends and make recommendations around best practices
• Works closely with the Customer Success team to evaluate current programs and products and recommends products, processes and/or best practices to improve the product offering
• Create and maintain a central source of excellence/repository for all Enablement processes, tools and procedures, functions as a subject matter expert (SME)
• Creates and owns repeatable and scalable processes and tools, identifies and maintains best practices
• Supports the development/implementation of sales training programs utilizing various training
• Ensures continuous quality improvement and learning
• Collaborates closely with the Customer Success team to identify competency gaps, develop targeted training and help drive skills growth
• Train customers on product/service implementation and best practices
• Supports customers and the Customer Success team with custom documentation and presentation

Skills on Resume: 

• Localization Strategy (Hard Skills)
• Ecommerce Trend Analysis (Hard Skills)
• Customer Success Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Training Program Development (Hard Skills)
• Quality Improvement (Soft Skills)
• Competency Gap Analysis (Hard Skills)
• Customer Training (Soft Skills)

Job Summary:

• Enable a data-driven, high-performance Customer Success organization where we can measure, analyze and optimize every aspect of engagement with customers
• Promote continuous improvement of Customer Success operations by owning alignment of Customer Success processes and technology with the Product Team and Operations Team’s best practices
• Administer Customer Success protocols and tools, while maximizing customer’s ability to self-service
• Identify and close customer success agent knowledge gaps
• Gather continuous improvement insights while working with Double Good’s third-party customer success team
• Assess third-party customer success team performance and output
• Provide training on Double Good’s best practices and processes
• Reduce time to solve issue resolution
• Own weekly user science deck
• Weekly basis provide actionable insights

Skills on Resume: 

• Data Analysis (Hard Skills)
• Process Optimization (Hard Skills)
• Customer Engagement Strategies (Soft Skills)
• Training and Development (Soft Skills)
• Performance Assessment (Hard Skills)
• Self-Service Administration (Hard Skills)
• Continuous Improvement (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)

Job Summary:

• Analyze relevant data to support the creation of an effective client strategy, and to identify potential opportunities and threats
• Specify concrete tactics within the strategy
• Provide account management with next steps and contribute to client conversation to build understanding and buy-in
• Set performance targets for the executives and monitor team members’ performance based on internal data, external benchmarks career development
• Report on progress and results to Account Managers and Clients
• Tactic insights to account managers
• Quarterly reviews with account management and clients
• Provide Account Managers with support in the form of information and insight needed to prepare for client conversations
• Constantly be on the lookout for ways to improve monitoring, discover issues, and deliver better value to the customer
• Participate in recurring strategy meetings with the Client Services Team to ensure strategic improvements are implemented in the department
• Responsible for contributing to the effort of achieving negative churn

Skills on Resume: 

• Data Analysis (Hard Skills)
• Strategic Planning (Hard Skills)
• Account Management Support (Soft Skills)
• Performance Monitoring (Hard Skills)
• Client Reporting (Hard Skills)
• Insight Generation (Soft Skills)
• Continuous Improvement (Soft Skills)
• Communication (Soft Skills)

Job Summary:

• Manage a queue of inbound questions via phone and email to foster long-term partnerships with customers
• Build knowledge of evolving products and be ready to work with customers across a variety of product questions
• Identify and implement creative solutions for customers
• Partner closely with Customer Success Managers to drive product adoption, satisfaction, and value creation for customers
• Drive and contribute to programs to ensure customer feedback is shared with product and engineering
• Work proactively to solve external and internal challenges
• Lead strategic internal projects to help the team grow
• Promote client engagement, loyalty, and retention
• Partner with the Account Manager and Senior Director of Customer Success on initiatives and team projects
• Keep all client’s needs, questions, contact information, and actions up to date in Salesforce
• Combine analytical rigor with creative problem-solving skills
• Collaborate with internal teams, working together to keep projects on track and resolving issues/clarifying data requirements

Skills on Resume: 

• Customer Relationship Management (Hard Skills)
• Product Knowledge Development (Hard Skills)
• Creative Problem Solving (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Analytical Thinking (Hard Skills)
• Project Management (Hard Skills)
• Customer Feedback Integration (Soft Skills)
• Client Engagement Strategies (Soft Skills)