Client Success Specialist

Reports To: Head of Client Success | Revision Date: November 2023 | Department: Client Success

Job Summary: Assist Clients in the realization of the value Mortgage Automator provides by advocating for Client needs and using Mortgage Automator to optimize their business operations.

Required Education and Experience:

  • 1+ Year of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry.
  • Exceptional interpersonal and communication skills, both written and oral.
  • Proven track record of building and maintaining high customer service rates.
  • Strong problem-solving skills with an ability to analyze situations and provide innovative solutions.
  • Able to work independently, manage multiple priorities and thrive in a fast-paced environment.

Essential Functions:

  • Deliver ancillary product and feature demonstrations effectively demonstrating the value to our clients and increasing Customer Lifetime Value (CLTV/CLV).
  • Serve as the primary contact for our customers focusing on building long-term relationships.
  • Assist customers with onboarding and guiding them through our software and ensuring they understand how to fully utilize its features.
  • Be an advocate for our clients and address their inquiries, concerns, and needs in a timely and professional manner, escalating when necessary, and working closely with all internal teams.
  • Gather customer feedback and communicate with our product development team to continuously improve our platform.
  • Monitor customer accounts to ensure they are using our product effectively and proactively offer solutions to optimize their experience.
  • Collaborate with our sales team to identify upselling and cross-selling opportunities and add CLTV/CLV.

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