Customer Success Account Manager

Gateless is a visionary, remote-first, technology company that is intent on solving impossible problems. We are focused on the application of next-generation automation, combining unmatched industry knowledge, expert systems, patent pending machine learning and vision-based artificial intelligence (AI) to create solutions that will revolutionize the mortgage lending experience. Our team is the perfect blend of curious, compassionate, and tenacious. We are looking for exceptional candidates who share our values, whose talents make us better, and are driven by the thought of transforming the mortgage industry.

This role will start with observing the engagement of accounts in phases from early implementations, expansions, and broad role out, then use those learnings to manage accounts through their expansions and taking them to broad role out.

As an Account Manager, this role will manage a portfolio of customers post-implementation and focus on Customer Experience/Feedback, Performance and ROI Reporting, Strategic Roadmap alignment and Production Support for that portfolio.

What you’ll do (About Role)

Account Management

• Develop and maintain strong relationships with assigned clients, serving as their primary technical point of contact.
• Develop strategic expansion plans for each customer to achieve broad roll out of our products within established timeframes.
• Conduct new user training with the established training plan.
• Create and conduct refresher trainings for established users targeting areas of improvement identified during account reviews.
• Perform monthly account reviews to proactively identify and resolve technical issues for clients, ensuring timely and effective solutions.
• Conduct regular stakeholder meetings with clients to share ROI metrics and insights, user adoption metrics and product roadmap updates as well as stay informed of the customers overall customer experience with Gateless products and where improvements can be made.
• Manage Production Support activities for customer roster with internal support of matrixed Production Support framework.

Sales Support

• Support Sales activities as a subject matter expert as voice of the customer and the overall customer experience.
• Work closely with the sales team to identify new business opportunities and promote additional services to existing clients.

Strategic Insights

• Identify and drive implementation of strategic insights for customer roster leveraging business intelligence data and reporting.
• Develop and ensure the effective flow of information, analytics, and reporting among customer senior management and Gateless internal stakeholders.
• Provide feedback and insights to our product and development teams to inform future enhancements and updates.

Your Skills (Skills we are looking for)

• • Ability to understand customer mortgage origination focused business drivers/requirements and how they align to Gateless technology solutions.
  • Confidence in presenting, speaking and engaging with large customer groups including top executives.
  • Ability and willingness to execute across strategic and tactical responsibilities.
  • Comfortable and effective in a fully remote culture.
  • Excited about working in an emerging and innovative space within an entrepreneurial, startup driven environment.
  • Self-motivated, highly productive, and result-driven problem solver with excellent analytical and project management skills.
  • Manage pre-defined weekly, monthly, and quarterly deliverables, as well as a fluid portfolio of high-priority projects.
  • Excellent interpersonal, written, and oral communication skills. including the development of presentation content.Strong research skills.
  • Ability to multi-task and exhibit initiative to work across teams and collaborate effectively.
  • Possesses a customer-centric / customer first mindset.
  • Open minded – inclusive and collaborative.High-level of professional integrity.

Experience or Qualification

• • 5+ years of experience in finance technology implementations or account management (ideally Fintech solutions), or a combination of mortgage experience and implementing technology solutions.
  • Demonstrated career successes with customer, or partner implementation of technology or data solutions.
  • Strong experience leading enterprise-level program management and execution.