Key Account Manager

Key Account Manager Job Ad

LoanPro is a Fintech SaaS company, providing core lending infrastructure (software and cloud configuration) to mid-market and large lenders. Our market leading product enables clients to be more efficient, organized, and streamlined in the lending business. LoanPro’s software manages over 18 billion dollars in loans, with customers throughout North America. Our amazing employees are driving the growth of our exciting, profitable company – you should be here with us! 

The Role

As a Key Account Manager, you will be a pivotal part of our Customer Success team, responsible for nurturing and maintaining strong relationships with our valued customers. Your primary objective will be to ensure the success and satisfaction of our customers throughout their journey with our company. By understanding their unique needs and objectives, you will proactively engage with key stakeholders, provide personalized support, and offer strategic guidance to drive the maximum value from our solutions. Your efforts will focus on retention, increasing revenue growth, and maximizing customer lifetime value. As a customer advocate and trusted advisor, you will play a crucial role in driving customer success and fostering lasting partnerships, contributing to our company's growth and success. Responsible for exemplifying excellent customer service and the company's core values, culture, policy, and procedures at all times. 

What You'll Do
As the Key Account Manager, you will be responsible for the following:

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product Cultivate new business relationships, maintain existing business relationships with customers and partners
• Cultivate strong relationships with customers, serving as a primary point of contact and trusted advisor.
• Proactively engage with customers to understand their business goals, needs, and challenges.
• Collaborate with cross-functional teams to address customer inquiries and resolve issues promptly and effectively.
• Develop and maintain customer success plans, outlining clear goals, milestones, and success metrics.
• Identify opportunities for upselling and expanding our solutions within the existing customer base.
• Monitor customer health scores and usage metrics to predict and mitigate churn risks.
• Conduct regular check-ins (QBRs) with customers to review progress and ensure satisfaction.
• Advocate for customers internally, communicating their feedback and needs to relevant teams.
• Provide product demonstrations and presentations to showcase the value of our solutions.
• Analyze customer data and trends to identify improvement opportunities and tailor solutions.
• Collaborate with internal teams to support customer retention and growth initiatives.
• Stay up-to-date with industry trends and best practices in customer success management.
• Other duties as prescribed - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

What You'll Need

• Proven experience in Customer Success, Account Management, or a similar role in the SaaS industry.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Experience in loan management or financial services is a plus.
• Dedication to high-quality customer service delivery and integrity through proven client and customer relationships
• Energetic high performer who can meet deadlines, work independently, take initiative and follow through with requests
• Proficiency in G Suite, Microsoft Office applications as well as industry-specific analysis software
• Desire to support the LoanPro Core Values & Beliefs

Why You'll Love Working Here

• Competitive compensation
• Market-competitive Medical, Dental, and Vision Coverage
• 401k with a guaranteed 3% contribution - end of 2023
• Generous Paid Time Off and Holiday Schedule
• Fully stocked breakroom
• Ability to make a real difference
• A value-based, innovation-focused, learning culture
• Endless opportunities for growth; when we grow, you grow - and vice versa!