Client Success Representative (Chicago)

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Reports to: VP of Client Success

Job Classification: Exempt

ABOUT US

MortgageHippo is bringing lending into modern times, where we make processes seamless and intuitive and leverage data instead of paper to maximize efficiency. We offer lenders consumer-centric, cloud-based platforms that provide a seamless and compelling digital lending experience.

We’re adding a new person to our Client Success team to support our growth. Do you have one to three years of software implementation and/or support experience? Would enhancing your leadership, relationship management and problem-solving skills help grow your career?

WHAT MAKES US DIFFERENT?

  • You will work with smart, creative people who are passionate about solving tough problems

  • We give you opportunities in line with your talents and aspirations. We value your passions and interests

  • We believe in the power of shared outcomes. Talk to us about compensation including competitive salary and stock options

  • We offer a flexible schedule policy

EDUCATION & EXPERIENCE

  • One to three years of project coordination – light project management on either internal or client-facing projects

  • One to three years of client support – maybe you worked on a support desk or were the expert on your company’s software configuration

  • Experience working on a SaaS platform and an understanding of what that means for client customizations

  • Extra points if: 

    • You have mortgage or other lending industry experience

    • You have done some QA work in support of a software implementation

    • You’ve used Trello, Freshdesk, or similar tools

YOU WILL:

Play two related roles in this position:

New Client Onboarding

  • Manage new client implementations. 

  • Use modern project management tools to help create a project plan.

  • Assign tasks to everyone involved, and complete some of these tasks on your own. 

  • Gather information from the client and write tickets for development work.

Existing Client Support

  • Respond to client issues and questions, including research, recreating a problem, submitting bug tickets, and documenting potential software enhancements

  • Provide additional training for client teams

  • Follow up with clients to ensure they understand timelines and what information they may need to provide

KNOWLEDGE, SKILLS, AND ABILITIES

  • An ability to rapidly assess and prioritize, escalating the most urgent or complex issues while resolving the ones that you can handle on your own

  • Be comfortable if not everything is 100% pre-defined for you, plus an interest in helping improve the processes we have in place

  • Customer Focus and communication proficiency, including superb listening skills

  • Bonus points for experience in a start-up

LOCATION

This position is located in Chicago at our West Loop loft-style office 

TRAVEL

Some light travel (5-10%) may be expected later, as you grow in your role and assume additional responsibility

OTHER INFORMATION

  • We provide full benefits including medical; dental, 401(k) and more

  • We also have a weekly Happy Hour, participate in charity events and keep our fridge stocked with snacks

  • We have a 60-day onboarding plan to provide a foundation for your success!

Location: Chicago, IL
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