Technical Implementation Manager, Customer Success

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.

The priority for this role will be supporting a lenders business and technical teams in implementing API integrations to their Loan Origination System (LOS).

A strong technical understanding of API architecture is required, and you will be paired with a business implementation manager who will assist in managing the business/operational component of the implementations.

A successful configuration for this role means executing a fully operational pilot with no known technical issues so the customer can effectively transition to Account Management for full expansion.

What you’ll do (About Role)

Technical Focus

• Learn about the Amazon Cloud and Microservice Architectures.
• Create and maintain documentation to support API testing, process flow and design/implementation artifacts.

Cross-Functional Engagement

• Collaborate with cross-functional teams, such as development, QA and product development to ensure understanding of our core products and services and your role in configuring and supporting those products and services for our customers.
• Diagnose and troubleshoot complex technical issues, including software bugs, configuration problems, and integration challenges.
• Assist in Production Support for our customers, resolving the issues directly and/or through escalating and triaging with support from others.

Solution Architecture and Implementation Management

• Solution architect, translate customer needs into requirements for Product/Dev execution and implement enterprise level mortgage technology solutions.
• Manage multiple software implementations with top 100 banking and independent mortgage lending companies.

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)

• 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.
• Experience with distributed microservice architectures.
• Experience with SQL, SSM, Amazon Webservices, Postman, XML, JSON, Snowflake or similar SQL DB.
• Bonus points for experience with:
  • Financial technology
  • AI / Expert Systems
  • AWS / Terraform
• 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

• Bachelor’s degree in Information Technology (Finance, Accounting, Marketing, etc.), or 5+ years of experience in technical customer support, help desk, or similar role, preferably in a SaaS or financial technology company.
• 10+ years of work experience in technology implementation, transformation strategy and execution, or enterprise level change management.
• 5+ 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.
• Operational experience of the mortgage origination process as a Loan Officer, Processor, Underwriter or related operational support role is a plus.
• Demonstrated career successes with customer, or partner implementation of technology or data solutions.
• Strong experience leading enterprise-level program management and execution.