Client Success Representative (Chicago)
Reports to: VP of Client Success
Job Classification: Exempt
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
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
This position is located in Chicago at our West Loop loft-style office
Some light travel (5-10%) may be expected later, as you grow in your role and assume additional responsibility
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!