Customer Success Manager

Numerated

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/01/2021
  • Website: numerated.com
  • Company Address: 265 Franklin St, 11th Floor , Boston, MA 02110

About Numerated

Numerated makes business banking easy. Ask about PPP loan and forgiveness automation for banks and credit unions!

Job Description

The Customer Success Manager is an individual contributor role responsible for all aspects of the client relationship including client satisfaction and performance, as well as executing upon the company’s strategies and initiatives.  The Client Success Manager will work with new and existing banks and credit unions to proactively manage their path to success using the Numerated Growth Technologies platform.  This role will focus on revenue retention and growth through developing and deepening key relationships within your book of business, understanding client goals, and bringing data-driven consultation and best practices to maximize the likelihood of hitting those goals and building high client satisfaction.  The Client Success Manager also works closely with clients to deliver value, optimize platform adoption, and identify and capitalize on product expansion efforts to meet portfolio benchmark metrics. CSM’s are proactive team players with a demonstrated ability to provide innovative ideas to drive client success, business expansion, and relationship retention. You understand the client and their use cases and build credibility rapport as a trusted partner so clients stay and grow with Numerated.   If you have experience managing a book of business with numerous clients at different stages of the client lifecycles and have strong interpersonal and communication skills, including establishing credibility and trust with clients and building influential relationships with partners in the business, we want to hear form you! 

 

Essential Responsibilities /

  • Develop and demonstrate deep proficiency across all Numerated products and acquire and maintain expert knowledge of client business, workflows, support needs & desired outcomes.  
  • Achieve revenue and sales goals and attain/maintain high client satisfaction and loyalty.
  • Analyze attrition metrics throughout the entire loan application process, from initial marketing campaigns through loan funding and repeat business and develop and present strategies for optimizing performance.
  • Engage with clients regularly on relevant features/functionality of the platform for their specific business needs.
  • Develop client plans to ensure value realization with special emphasis on platform adoption, program advocacy, product expansion, and business retention.
  • Anticipate and prevent client issues/problems and, when necessary, facilitating rapid sensing, diagnosis, and orchestration of resolution.
  • Function as the voice of the customer and provide internal feedback on how NGT can better serve our customers.
  • Track accounts to identify client health and churn risk, and work proactively to minimize that risk.
  • Conduct regular client engagements for tactical items, platform activity, and user engagement.
  • Conduct Quarterly Business Reviews to present program performance benchmarks & progress towards goals achievements and identify opportunities for product expansion.
  • Create and recruit clients to be references for our products and services.
  • Other duties as assigned.

 

Education Requirements /

  • Bachelor’s degree in Business, Marketing, or a related field preferred 

 

Work Experience Requirements /

  • 2 to 4 years’ experience in Client Services, Customer Success, or Account Management roles
  • 1 to 3 years Software, Technology, SaaS, or Financial Services experience a plus
  • Familiar with small business or commercial banking business 
  • Experience conducting business reviews and leading client workshops
  • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Enjoys working closely with clients to ensure complete satisfaction
  • Willingness to take risk and engage in constructive conflict
  • Best in class communication skills – written, verbal, non-verbal and presentation
  • Proactive approach to managing your business – you are constantly pushing the envelope
  • Direct experience with client and business outcome management, including expectation setting and management
  • Experience assessing business objectives and defining change strategy to meet objectives
  • Past experience in measuring progress of programs against established objectives such as revenue, utilization metric, delivery quality, and client satisfaction
  • Positive attitude and aptitude to work independently in a fast-paced environment.
  • Ownership of results.  Accountability and “knowhow” for getting things done and resolving issues.
  • Tireless work ethic and natural tendency to pitch in to help teammates.

About Numerated

Numerated is a fast-growing, venture-backed financial technology company powering digital transformation at banks. The platform makes originating bank products exceptionally easy by using data to remove work otherwise required from customers and lenders. Numerated works with over 100 banks and credit unions and has decisioned nearly $20 billion in lending. The Numerated platform was originally incubated inside one of the highest volume SBA banks in the country before spinning out of the bank in a high-profile round of venture capital financing. Investors include Patriot Financial Partners, FINTOP Capital, Hyperplane, and Venrock, one of the world’s leading venture capital firms with prior investments in Apple, DoubleClick, Endeca, and Intel. Numerated was recently recognized as one of the fastest growing fintechs in the world on CB Insights' "2020 Fintech 250" list, was named “2020’s Best Overall FinTech Software” by FinTech Breakthrough, and named “2020’s Most Innovative Industry Partner” by Barlow Research.

 

Our great people are at the heart of our company and key to our success. As a mostly remote workforce, we’re looking for more smart, driven, and down-to-earth Numerators to join our rapidly growing team. Our culture is open and flexible; our benefits range from 401(k) to care packages arriving at your house; and while we’re making a serious impact on banks, we always have time for witty puns and good laughs.

 

If you are interested in joining a collaborative team, working on pioneering technology, in an exciting phase of company growth – apply today!

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.