Customer Success Manager

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Lendesk

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Finance • Fintech • B2B

Lendesk is a digital mortgage solutions provider that offers a suite of products aimed at enhancing the mortgage process for brokers and financial institutions. The company's platform includes Finmo, a digital mortgage platform for brokers, and Lender Spotlight, a database of rates and policies for brokers. Lendesk also provides the Gateway Enterprise system for financial institutions to streamline their operations and enhance connectivity with mortgage brokers. The company focuses on integrating processes, improving client experiences, and supporting compliance with regulations such as FINTRAC. Lendesk primarily serves mortgage professionals, big banks, credit unions, and other financial institutions across Canada.

51 - 200 employees

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• Responsible for supporting the onboarding of new clients in conjunction with Account Managers and creating a highly engaged client base • Evaluate and drive client engagement by designing, executing and testing onboarding strategies • Management of inbound user chat requests, calls and email inquiries • Provide daily support to our users of Finmo US including answering questions, analyzing problems, and quickly forming solutions • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues • Maintain detailed records of interactions with customers, problem-solving activities, and completed solutions • Collaborate with development and product teams to establish goals and objectives for product improvements and upgrades • Host onboarding and training sessions • Maintain documentation and troubleshooting procedures • Maintain internal team member education resources and conduct training of new hires • Create and implement new processes to improve efficiency and customer satisfaction while reducing costs

🎯 Requirements

• 4-6 years Customer Success Management experience with minimum 2 years experience as a team lead or people management • Experience in the mortgage industry (preferably in the USA) considered an asset • Degree in Business, Communications or similar • A passion for helping clients succeed • Exceptional verbal and written communication skills • Highly refined time management skills

🏖️ Benefits

• Comprehensive benefit plan including dental, medical, as well as health and wellness and vacation stipends • Budget for continuous development and training