Implementation Management Director, Customer Success

Gateless is a visionary, remote-first, technology company that is intent on solving impossible challenges. 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.

As the Director of Customer Implementation, you will lead a team of Implementation Managers responsible for seamlessly onboarding new customers. You will also personally manage some of our most strategic and complex customer implementations. A key part of your role will be to continuously improve and scale our implementation processes, leveraging in-house and 3rd party implementation support technology to support our ambitious growth plans. You’ll work closely with your peers in Customer Success Engineering and Account Management to ensure a consistent, best-in-class customer experience.

What you’ll do (About Role)

Solution Architecture and Implementation Management

• Lead, mentor, and grow a team of high-performing Implementation Managers.
• Personally own and manage implementations for our largest and most strategic enterprise customers.
• Translate customer needs into technical requirements for our Product and Development teams to ensure successful deployments.
• Partner with the Sales team during the pre-sales process, leading discovery sessions to demonstrate the value and ROI of Gateless solutions.
• Identify and implement strategic improvements to our implementation methodology, tools, and reporting to increase efficiency and scalability.
• Build and maintain strong relationships with executive-level stakeholders at top banking and mortgage lending institutions.

Cross-Functional Engagement

• Collaborate with cross-functional teams, such as marketing, sales and product development to align customer implementation efforts with business goals and objectives.
• Work with Engineering and Account Management to ensure the most streamlined, efficient customer implementation and transition to Account Management and Production Support.

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.

Your Skills (Skills we are looking for)

• Customer service skills – you are experienced in placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy.
• Problem-solving skills – you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points.
• Ability to understand customer mortgage origination focused business drivers/requirements and how they align to Gateless technology solutions.
• Direct operational experience or significant real-world exposure to the mortgage origination process and underlying technology ecosystem.
• Current working level understanding of the mortgage technology vendor landscape.
• 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.
• Excellent interpersonal, written, and oral communication skills, including the development of presentation content.
• 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 with a high-level of professional integrity.

Experience or Qualification

• Bachelor’s degree in business (Finance, Accounting, Marketing, etc.), or Information Technology.
• 10+ years of mortgage lending experience – experience working with lender origination systems (LOS) required, experience with point of sale (POS) solutions, automated underwriting systems (AUS), underwriting process and rules/workflow engines a plus.
• 5+ years of experience directly managing software implementation teams.
• Demonstrated career successes with customer, or partner implementation of technology or data solutions.
• Strong experience leading enterprise-level program management and execution.