Customer Success Manager

About iBusiness Funding

iBusiness Funding is a leader in providing innovative Software as a Service (SaaS) solutions for banks and lenders, with a specialization in SBA lending. We build scalable lending platforms that streamline the business lending process, allowing lenders to efficiently deliver capital to small and medium-sized businesses.

To date, we’ve processed over $7 billion in SBA loans and handle more than 1,000 business loan applications daily. Our team is driven by our core values of innovation, integrity, enjoyment, and family.

As a top five SBA 7(a) preferred lender, our parent company offers SBA express and small loan capabilities. Join us and be part of a team that’s transforming the finance industry and empowering businesses to thrive!

Position Description:

Join our team as a Customer Success Manager (CSM)! You'll collaborate with our Director of Implementation to guide clients through our product and service onboarding process. Your main tasks include implementing cloud-based banking software, supporting clients during setup, conducting training sessions, and serving as the go-to expert for Small Business Administration (SBA) queries. Additionally, you'll participate in sales presentations, ensuring potential clients understand our software's capabilities. Your availability during and after business hours ensures clients receive timely assistance.

Major Areas of Responsibility:

• Implement cloud-based banking software and ensure task completion.

• Collaborate with project leads to enhance processes.

• Assist in software feature discussions based on client requirements.

• Guide clients through setup, training, and ongoing support.

• Regularly communicate with clients to address issues and future needs.

• Maintain client records and update internal systems.

• Provide training, consulting, and support services as needed.

• Be readily available to address client queries.

• Participate in sales calls and product demonstrations.

• Address SBA-specific inquiries across various stages.

• Monitor and follow up on client support issues.

• Generate informative reports and troubleshoot as needed.

• Stay updated on evolving business needs and product developments.

Required Knowledge, Skills, and Abilities:

• Bachelor’s degree.

• 3+ years of SBA experience in sales, underwriting, closing, or servicing.

• Familiarity with financial/banking industry practices.

• Understanding of banking processes and software development lifecycle.

• Experience collaborating with diverse teams across locations.

• Proficiency in MS-Office 365, MS-Visio, SharePoint, and related software.

• Strong problem-solving and analytical skills.

• Excellent organizational and communication skills.

• Ability to build rapport via phone, email, and video conferencing.

• Capacity to manage multiple tasks in a fast-paced environment.

• Exposure to JIRA/Salesforce is advantageous.

Conclusion:

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, genetic information, or any other characteristic protected by law.