THE COMPANY:
The LoanWell team launched the company in 2017, with a mission to help increase access to capital for those typically left out of the financial system and for the small businesses that power our local and national economies. Being a majority black-owned FinTech located a block away from the famous Black Wall Street in Durham, NC, our vision is to create the “connective tissue” and “plumbing infrastructure” to facilitate Affordable Capital for All; CDFIs lending to borrowers, Banks participating with CDFIs on SMB loans, Banks lending to CDFIs, and Banks purchasing CDFI SMB loans.
THE PRODUCT:
LoanWell is using AI to drive automated underwriting and decisioning for mission driven lenders to help them deploy the most affordable capital more efficiently. Through products like our End-to-End Loan Origination System, Underwriting as a Service, and our Loan Referral Marketplace, our sights are set on creating systemic change in our industry so that smaller mission driven lenders can compete with the online lenders that dominate with high interest rates and/or predatory products. With our tech, these mission driven lenders can go just as fast and deliver Affordable Capital for All. LoanWell automates the back office so the community lenders can do what they do best — fund our local small businesses and economies.
Product type: FinTech B2B SaaS
THE POSITION:
We are looking for an accomplished Client Success Manager to be a trusted guide for our CDFI clients to get maximum value from LoanWell’s platform. You will manage the overall post-sale business relationship with assigned accounts, managing the onboarding process and then driving satisfaction, retention, and growth throughout the client journey. You will be able to maintain a holistic understanding of client expectations and success measures and lead strategies to support those goals. You will own the onboarding process and guide the client through the setup and validation of the system. You will take the lead on identifying and securing growth opportunities and working cross-functionally to ensure the client’s desired outcomes are achieved. You will advocate client needs and share wins and learnings cross-departmentally to help everyone learn to better serve our clients.
DUTIES & RESPONSIBILITIES:
- Lead regular business reviews with customers covering recent system performance, satisfaction, risks/issues, new product features, product roadmap, customer business forecast, and account growth opportunities
- Proactively identify client issues and concerns as well as areas of opportunity
- Have executive level meetings to uncover overall client health not just resolve individual issues
- Directly oversee the onboarding process for new clients. Including leading regular meetings, providing training and guidance on the software, receiving feedback and change requests, and communicating with the technical onboarding team as they update the client’s software.
- Responsible for communication of timelines during onboarding and setting expectations so that all parties are aware of the status of the project.
- Stay up to date with latest software updates and their practical applications to be able to give the most accurate information to both onboarding and existing clients
- Build intimate customer relationships and develop working knowledge of their business operations, plans and goals
- Measure and maximize customer health, retention and growth through proactively identifying risks and issues as well as growth opportunities
- Assist with customer trainings and troubleshooting to increase adoption of the software
- Be accountable for resolving customer problems quickly and correctly
- Be accountable for customer retention and growth
- Be the “voice of the customer” internally at LoanWell to advocate for customer-driven processes and product features
THE IDEAL CANDIDATE WOULD HAVE:
- 2-5 years of experience in high tech customer-facing roles such as customer success, account management, sales, or customer support
- Bachelor’s degree in business, accounting, finance, economics, or a related field; or an equivalent combination of education, training and experience.
- Early-stage startup experience in SaaS or software preferred
- Familiarity with community lending/CDFIs and business and personal loan operations preferred
- Ability to work in Durham, NC preferred. Full remote or hybrid considered as well.
- Innate drive and aptitude to learn new technologies, systems, markets and products
- Data-driven approach to making decisions and recommendations
Benefits
- Medical, dental, vision insurance
- 401k with company match after 3 months of employment
- Unlimited PTO
- Generous paid FMLA leave
- Flexible Work From Home Policy
If you meet 70% of these criteria, please consider applying. Women, people of color, those with non-traditional work backgrounds, people with different gender identities or those part of the LGBT community are strongly encouraged to apply.
You will be working directly with and reporting to our V.P. of Client Experience, Alison McGee.
If you’re ready to work for a startup and know you can make a direct impact, we look forward to hearing from you. Applications accepted on a rolling basis until filled.
