Customer Success Manager

Main purpose:

Partnering closely with the Sr. Manager, Customer Success, the customer success manager will serve as the main point of contact for our Lender customers. They will be responsible for maximizing the value that strategic Lenders realize at Snapdocs, sustaining and expanding these long term relationships, and serving as strategic advisor and partner to help customers achieve their digital closing goals. This role partners closely across both customer leadership and working teams, as well as  internal Snapdocs colleagues to deliver value, drive desired outcomes, improve user experience,  increase adoption, and introduce new products. The individual in this role will also have the opportunity to be the “voice of the customer” to our product teams as they create the roadmap to our future.

Key responsibilities:

• Build and maintain strong relationships with working teams and leadership at client companies, involving Snapdocs’ leadership team as applicable to foster multiple points of contact (role includes travel, up to 20%, to deepen relationships) 

• Deeply understand customers’ strategic business priorities, and help customers understand how Snapdocs will help them achieve their goals

• Develop, maintain, and execute against strategic account plans for each customer, ensuring alignment between customer goals and Snapdocs current and future vision and capabilities

• Identify and work with key stakeholders to develop customer ‘Champions’ and drive consensus across the organization, ensuring value-driven account renewal and long-term account growth

• Drive identification, measurement, and improvement of key customer metrics, ensuring metrics are tied to quantifiable business value received from digital closings and ensure their success

• Lead ongoing customer communications - including strategic planning, training, change management, support, and new release deployment, and regular check-ins

• Identify pain points and related opportunities for expansion at these customers, including: adoption of current products across more of a customers’ loan portfolio 

• Lead customer engagement, enablement, and evangelism of the current and upcoming Snapdocs products and features

• Drive upsells and implementation of new products and features, partnering closely with customers to ensure value delivery and measurable outcomes

• Collaborate with Snapdocs Support to ensure front-line issue escalation and resolution, and to ensure a seamless feedback loop between customer needs & product priorities

First Project/Priority:

Sustain and renew current customers, developing strong relationships and ensure customers receive and understand the value of their Snapdocs partnership.

Key relationships:

Internal

• CS Leadership

• Support

• User Operations

• Product

• Engineering

External - Mortgage Lenders

• Regional/Divisional operations leaders

• COO/VP of Operations 

• CIO/ PMO Leadership

• Chief Lending Officer or Sales leadership

• Client working and delivery teams, as necessary

Key Competencies:

Education/Qualifications/Experience 

• 5+ years in customer-facing roles, with a steady progression toward owning the relationship with large accounts

• 3+ of those working with mid-market or larger customers/accounts - understands how larger organizations operate

• Project Management - Must excel at managing multiple projects at once, maintaining and executing against action items, communicating status, and executing deliverables on time 

• Experience serving as a primary point of contact for customers, managing both formal engagements (recurring weekly ‘syncs’, QBRs, etc.) and informal contacts

• Demonstrated ability to manage a high volume of customer deliverables, such as strategic growth plans, support requests, contracts, data & metrics analysis, project plans, or similar

• In partnership with Sr. Dir., CS, ability to drive the client contract renewal & growth process, including strategizing and delivering the ‘first offer’, negotiating gives/takes, and influencing key stakeholders to get to ‘yes’

Knowledge/Skills (including technology)

• Can manage and influence client expectations, including bringing client buying groups together to make a decision

• Excellent verbal and written communication skills, including demonstrated executive presence and the ability to ‘level up/down’ messaging to match the intended audience

• Strong business acumen: ability to understand how and why people make business decisions and how Snapdocs can help further client goals

• Excellent project management skills and attention to detail

• Comfort with data analysis and using data to tell a story / getting to the ‘so what’

• Is thorough, thoughtful, and persistent in issue identification and resolution

• Can train a wide variety of user personae on technology and process

• Familiarity with Google Suite and Sisense a plus

Attributes/behaviors 

• Highly organized: Can manage a diverse set of projects to completion, with multiple stakeholders, across multiple accounts.

• Proactive: Seeks to preempt client questions, needs, and desires, reducing friction and effort for clients  

• Persistent: Pushes past roadblocks to drive towards an acceptable outcome; explores creative solutions and doesn’t take ‘no’ for an answer

• Trustworthy: Ability to establish self as a trusted advisor for clients, Can make recommendations to help clients achieve their strategic goals and is influential,  ensuring desired outcomes

• Communicative: Easily communicates with multiple stakeholders across a range of topics, ensuring that all parties (internal and external) are informed on most recent developments, priorities, and escalations, as necessary

• Empathetic problem-solver: can listen to clients, playback what he/she hears, and quickly recommend a sound course of action

• Curious: Digs below the surface client questions to understand the “why” and the true need; seeks to deeply understand the industry and our clients’ business 

• Goal-oriented: Understands company, client, and team objectives (including quantitative targets), and develops and delivers against action plans to ensure all objectives are met or exceeded 

• Dependable: Makes commitments and delivers on them reliably, meeting or beating agreed-upon deadlines