Customer Success Manager – SaaS Software

Job not on LinkedIn

October 13

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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iBusiness Funding

WebsiteLinkedInAll Job Openings

Finance • Fintech • B2B

iBusiness Funding is a company that provides tailored funding solutions for small and medium-sized businesses across America. Utilizing their advanced LenderAI platform, they streamline the lending process for both lenders and borrowers, offering a faster and smarter approach to business lending. iBusiness Funding specializes in SBA 7(a) loans, USDA loans, and flexible term loans, offering one application that provides multiple funding options to meet the unique needs of entrepreneurs and financial institutions. Their services cater to small business owners, large corporations, and alternative lenders, featuring innovative technology and sophisticated analytics for data-driven lending decisions.

201 - 500 employees

Founded 2013

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• Responsible for ensuring the successful implementation of cloud-based banking software. • Ensure completion of post-go-live milestones, deliverables, and feature configurations. • Work alongside the project lead to implement and communicate process improvements with systematic solutions • Participate in requirements analysis and design discussions surrounding software feature requests. • Monitor the customer’s initial setup and ongoing maintenance processes regarding the installation, training, and ongoing support. • Contact customers, including their management, on a regular basis to discuss open issues, ongoing needs, and future plans. • Maintain current files and update the appropriate internal systems and/or personnel regarding customers including correspondences, current configuration, personnel, etc. • Perform training, consulting, or other support services (including telephone support and production services) for customers as directed. • Available to respond to Clients on and off-hours very quickly. • Offer a direct point of contact for all customers to report their issues and/or questions regarding company’s systems and services. • Join sales calls and demo the product to perspective clients. • Answer loan origination specific questions ranging from SOP, Sales, Underwriting, Closing, Audit, Servicing etc. • Monitor and follow-up on open customer support issues. • Develop informational reports. • Take a hands-on approach to troubleshooting and assist on technical support tickets. • Identify and deliver on Up-Sale opportunities. • Engage in continuous learning to navigate changing business needs and product development.

🎯 Requirements

• Bachelor’s degree. • At least 3+ Year of Customer Success Manager experience. • At least 3+ years of lending experience, ideally in Small Business Administration lending roles such as SBA Sales, Underwriting, Closing or Servicing experience. • Understanding of banking processes and the lifecycle of a loan from origination to servicing • Understanding of software development lifecycle. • Experience working with multi-functional and multi-location teams across departments and timezones. • Extensive software experience with MS-Office 365, MS-Visio, MS Excel, SharePoint and Professional Services Automation software. • Must be a team player and be able to effectively interact with staff at all levels of the firm. • Strong conceptual, analytical and problem solving skills. • Comfortable learning new tools, processes, and industries on the fly • Excellent client skills and customer relationship management skills. • Ability to build rapport with customers via phone, email and video conferencing. • Ability to manage several concurrent tasks and priorities on the fly while maintaining a calm demeanor in a fast-paced environment. • Able to wear multiple hats and shift between tactical and strategic tasks fluidly throughout the day. • Demonstrated ability to self-start, troubleshoot, and problem-solve in situations with limited guidance or precedent. • High tolerance for change and uncertainty; energized by solving complex, undefined challenges. • Experience in a startup or high-growth environment strongly preferred. • Exposure to JIRA / Salesforce will have added advantage.

🏖️ Benefits

• medical, dental, and vision coverage • 401(k) with company match • paid time off