Location: Dallas, TX

Description

BankLabs was created by community bankers, for community bankers. We continuously design innovative mobile technology products that help community banks and other financial institutions survive and thrive globally. Reimagining banking products for the future that create new fee income, attract deposits, generate loan volume, differentiate our clients from their competitors, and create efficiency, is our commitment.
We are looking for a passionate and experienced Customer Success leader to help provide oversight and direction to a team of Customer Success Managers providing best practice consultation, issue resolution and support, and overall delivering a best-in-class customer experience for our newest product called Participate. Participate automates the management of existing loan participations and new loan participations and can be used by banks as a balance sheet management tool.

Responsibilities

• Perform all demonstration, onboarding and training duties as assigned to a Customer Success Manager
• Maintain a deep technical knowledge of BankLabs products and solutions, functioning as a SME for the Customer Success team
• Develop and teach best practices around issue analysis and resolution to both clients and colleagues
• Provide “Tier-2” inbound phone support when more complex issues arise, communicating clearly and effectively with end users, colleagues, and management to quickly resolve issues and maintain the highest-level customer satisfaction
• Demonstrate and promote a consultative, solution-oriented approach to helping customers
• Develop and maintain long-term relationships with customer stakeholders and key users
• Work with internal teams to balance, meet and exceed customer expectations and perceptions
• Assist Customer Success Director to identify client risks; design and implement remediation plan; and own the remediation process to resolution
• Help the Customer Success Director train and develop new leaders for the Customer Success team
• On-board client downstream partners and vet them as potential prospects
• Promote the creation of connections and clubs among clients and other bank users

Skills and Qualifications

• Superior communication skills at all levels of the company
• Able to remain calm and professional in all circumstances
• Proven ability to manage effective customer-facing representatives
• Effective collaborator
• Hard working, persuasive, persistent and self-motivated
• Strong time management skills
• Ability to travel up to 30%; typical trip is 2-3 nights

Experience

• Banking experience required
• Experience with, or understanding of, loan participations is preferred
• 3-5 years of progressive experience in a customer success role
•  3+ years Microsoft Office Suite
• College degree in a related field, preferred