Reggora is seeking a Customer Success Manager with relevant mortgage industry experience to immediately join our rapidly growing team to oversee inbound support, retention and expansion of our growing national customer base of lenders. This role requires stellar relationship management, sales acumen, training skills and technical troubleshooting to drive value outcomes for clients. This is a high-impact position with substantial growth and career development opportunities given the early stage and rapid growth trajectory of the company.
What You’ll Do:
- Ensure retention of Reggora’s highest-value accounts
- Work closely with the Implementation team to ensure seamless transition from onboarding to the account maintenance phase to minimize time-to-value for high-value clients
- Provide technical support and training to Reggora customers
- Actively identify growth opportunities in accounts
- Work cross-functionally with Product to ensure customer issues are escalated and understood properly to resolve promptly
- Drive customer satisfaction, referrals, renewals, case studies, and account growth
- Identify and champion innovative ideas to help drive the growth of our business
Our Ideal Candidate Has:
- 3+ years of mortgage or industry experience
- 5+ years experience in customer success, account management, or technical account management role
- Extensive experience talking to and working with senior executives
- Excellent problem solving skillsAbility to multi-task in a fast paced environment
- Strong training delivery skills with an ability to earn the trust of customers
- Strong data skills; including experience using Excel and/or GoogleSheets; experience with Salesforce reporting is a plus
- Attention to detail, thoroughness and an urgency to consistently set and meet deadlines
- Strong written and verbal communication skills specific to deescalation and conflict resolution
Additional Desired Experience
- SaaS account management
- First-hand experience working with large lenders
- Expertise in customer service, support and relationship management systems
- Experience driving and improving customer satisfaction of enterprise accounts; hands-on familiarity and knowledge of NPS scoring mechanics a plus
- Desire to exceed goals and achieve results
Who We’re Looking For:
- You are an experienced customer success manager with a track record of success providing excellent maintenance, training and problem-solving support to service and retain sophisticated enterprise customers in the mortgage and appraisal space.
- You’re a motivated, self-starter who can power through ambiguity and work independently to achieve results.
- You’re a collaborative team player who rolls up their sleeves, responds quickly and decisively, is flexible and open to change, and is able to productively work with the team to achieve company objectives.
- You thrive in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like Reggora.