Technical Client Success Manager

$137,000 - $150,000/Yr

Lendio - Lehi, UT

Full-time - Mid Level

Lehi, UT

Credit Intermediation and Related Activities

About the position

The Technical Client Success Manager at Lendio, Inc. is responsible for building and maintaining strong relationships with customers, ensuring they derive maximum value from the Lendio platform. This role involves proactive communication, issue resolution, and collaboration with various internal teams to enhance customer satisfaction and product adoption. The manager will also monitor customer success metrics and drive retention throughout the customer lifecycle.

Responsibilities

• Build strong, long-term relationships with customers through constant communication and efficient issue resolution.
• Serve as a product, company, and industry ambassador, educating prospects and customers on the capabilities of the Lendio platform.
• Conduct weekly, quarterly, and annual customer success reports to ensure customers optimize product/service usage and meet their goals.
• Develop tools, processes, and best practices to maximize customer value from the Lendio platform.
• Analyze usage patterns to provide insights and increase customer satisfaction.
• Encourage clients to adopt strategies and tactics that expand product usage.
• Evaluate risk management for each customer to prevent dissatisfaction and drive retention.
• Manage and resolve critical situations, escalating issues as necessary through the Technical Support and Product teams.
• Identify and prioritize product/service updates based on customer feedback and market trends.
• Relay the voice of the customer to internal teams, including Sales, Marketing, and Product.
• Become a subject matter expert in Lendio's products and services, providing guidance to customers.

Requirements

• Bachelor's degree in a technical field such as Information Systems or Operations, or significant previous experience.
• Previous account management experience or experience managing relationships with key stakeholders and executive teams.
• Proven ability to maintain valuable, outcome-based relationships with a diverse customer base.
• Outstanding task management skills across varied responsibilities.
• Strong communication skills, with the ability to explain technical subjects to non-technical personnel.
• Ability to build credibility and trust by understanding and addressing customer requirements.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with financial services or small business financing.

Benefits

• Wellness program
• Health savings account
• On-site gym
• Paid time off
• 401(k) matching