Job Description

About the job

Company:

Point Predictive leverages a patented combination of artificial and natural intelligence [Ai+Ni] to provide risk assessments in the auto lending, mortgage, and retail space. The platform has been proven to reduce lender loan losses by 40-60% with review rates of 5-10% of their applications, resulting in higher productivity of lender risk management departments, significantly lower losses to their bottom lines, and improved customer experience. The company was founded in 2013 by a seasoned team of technology entrepreneurs with over 20 years of experience in the startup space (including several acquisitions) and has financial backing from top tier investors.

To Be a Predictor you must:

Be the Expert

Understand our customers’ business and help them improve their results - find ways to interact with our customers frequently Know our data and solutions fully and the value they bring to our customers Understand our competition and how we complement and augment their value Be the master of your craft and keep striving for excellence by learning from best-in-class examples Be humble but confident. Reject mediocrity in yourself and others.

Pitch-In

Recognize and lead where you can add value. Learn new things to add more value. Teach others so they can add more value. Take action and contribute to deliver the best results. Be inclusive with others and receptive to new ideas Be able to cover for others when “life happens” Be an owner, do what it takes, and treat deliverables with urgency.

Get It Done

Customers come first - treat their needs with urgency and work tirelessly to exceed their expectations Consider a project done from their perspective, not your own Fast is better than slow - focus on getting to useful results & review your work. Hold yourself and others accountable to deadlines and quality. Ensure you and the company can be proud of your results Define desired outcomes and make sure nothing is in the way - overcome all obstacles including you.

Job Summary:

The Customer Success Manager is responsible for ensuring ongoing customer satisfaction with our products and services as evidenced by customer feedback, timely annual renewal and (where applicable) expanded product usage, as well as facilitating the successful on-boarding of new customers , which includes helping with planning, overseeing, and driving to completion multiple projects within the established scope and schedule.

Once a customer has moved to production, the Customer Success Manager will take charge of the client relationship by closely monitoring customer usage, internal reporting (alerts, data submissions compared with original specifications to note any changes/anomalies), customer issues submitted, and general customer feedback received at the incident level and during monthly success review meetings. In this role, you will provide tier 1 support responses to customer issues, escalating to additional teams/management as needed.

A successful Customer Success Manager will build a solid understanding of our products and services for themselves and our customers, lead effective communication of the value our customers will derive from our solution, and drive a successful client experience through internal reviews and direct discussions with customer stakeholders.

Essential Functions:

Complete discovery of client success metrics through internal discussions with sales and directly with customer stakeholders.
Liaise with Customer project stakeholders and senior leaders on an ongoing basis to establish and maintain relationships, which includes leading Monthly and Quarterly Business Reviews.
Effectively work with our project management team to communicate and manage project requirements in a timely and clear manner to ensure complete customer satisfaction
Oversee risk management to minimize and communicate project risks
Keep management and key stakeholders well informed on a timely basis on project progress, status and/or concerns to ensure that expectations and satisfaction are met or exceeded
Prepare management status reports, analyze project results, and troubleshoot problem areas
Develop foundational knowledge of Point Predictive products and services, ensuring the ability to effectively communicate value to customer stakeholders.
Seek opportunities to streamline workflow processes for customers (and internally where applicable) and identify potential risk areas based on customer feedback and reviews of ongoing data-submissions and results provided.
Identify additional products/solutions that can enhance customer value and expand their portfolio. Working with Sales, Management and customer stakeholders, present expanded value portfolio.
Ensure timely renewal of annual contracts, with monthly updates serving as one measure of risk, clearly identifying at least 2 quarters ahead of renewal, where additional Sales, Management/Engineering resources may be needed.
Flag critical defects and identify high value product enhancements/features to drive highest level of customer satisfaction, expanded product/services footprint and ongoing renewals.
This role may require occasional onsite customer visits/direct support provided for Enterprise accounts.
Other projects and responsibilities as assigned

Skills/Abilities:

Effective interpersonal skills, including relationship building, stakeholder management and collaboration with a cross-functional, global team
Excellent communication skills to build consensus, facilitate working sessions, and negotiate solutions and alternatives
Prioritize, lead, and execute tasks in a fast-moving environment
Ability to multitask, coordinate and effectively communicate project status across, internal and customer organizations
Strong presentation experience with senior stakeholders including experience aligning priorities and expectations with customer needs
Well-prepared written documentation and reports
Effective critical thinking and problem-solving skills
Proactive collaboration and execution
Independent, self-starter with the ability to learn/adapt to new technologies and techniques
Flexibility to switch technical context
Shows creativity and initiative to improve processes and streamline workflows
Experience in cultivating relationships across variety of contacts
A positive, can-do attitude!

Education and Experience:

Bachelor’s degree or equivalent in business, finance, business, or related field with 5+ years’ experience in Customer Success
Experience with fintech, SaaS, application loan processing origination systems (LOS), fraud risk mitigation industries is highly preferred
Experience in the automotive, mortgage, and consumer lending industries is highly preferred.
Experience managing automotive dealer relationships is highly preferred.
Experience with AWS Integrations, JSON, SQL, Salesforce, Jira, and BI tools is highly preferred

Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Benefits: