What you will own:

​​Relationship Development: 

Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues, including technical and integration issues with solutions tailored to individual needs.

Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of Lendio platform. Work closely with the Sales [and Professional Services] teams to share customer insights that inform additional product and service sales opportunities

Adoption: 

Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met.

Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the Lendio platform.

Use usage patterns to gain insights, provide guidance and increase customer satisfaction

Push clients on strategies and tactics to expand product adoption (offering content, plans, comparisons to other partners, adoption of portal & reporting, etc) 

Monitoring and Remediation

Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

Serve as the primary interface to manage and resolve any critical situations while escalating issues appropriately through the Technical Support team, and when necessary, the Product team.

Product improvement: 

Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates

Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Product, Product Marketing, Technical Support, Operations, Finance and Engineering.

Become a subject matter expert (SME) in Lendio’s product, services, and pipeline, and provide guidance and address challenges on work/ project management and collaboration to customers

Exceed all performance targets, including maintaining high unit renewal rates

Key Measures

NRR Revenue growth (%/ year) 

Product adoption (module/ VAPS adoption, volume) 

Customer business (are they making money)

What you'll need to be successful:  

Bachelor’s degree in a technical field such as Information Systems, or an Operations related field, or significant previous experience

Previous account management experience, or experience in managing relationships with key stakeholders, executive teams, and/or C-suites.

Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base

Outstanding task management skills across a varied set of responsibilities

Passion and a desire to deeply understand the Lendio platform’s products, benefits, services, use cases, and technical elements

Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises

Ability to build credibility and trust by understanding and addressing customer requirements

Travel required onsite at least quarterly at Lendio’s key clients’ offices.

Pay Range:

Benefits

Be part of a high-performing, collaborative team, and have fun at work each day

Competitive pay

A full suite of traditional benefits

Untracked PTO (Paid Time-off)

401(k) with company match 

Company-contributed HSA

Onsite gym and standing desks

Wellness program

Discounted cellular plans

Company-contributed travel benefit

Get to know Lendio:

Lendio is the nation’s leading small business financial solutions provider, with a mission to help small businesses survive and thrive. With its diverse network of lenders, Lendio enables small business owners to apply for multiple business financing options with a single application. In addition to creating access to small business capital, Lendio offers time-saving financial SaaS products that are designed to streamline business operations.

Lendio is a mission-driven organization striving to provide equal access to capital to underserved communities and America’s smallest businesses. For every new marketplace loan Lendio facilitates, Lendio Gives—an employee-contribution and employer-matching fund, in partnership with KIVA–provides a microloan to low-income entrepreneurs around the world, continuously re-investing the fund.

Lendio is an equal opportunity employer committed to diversity and inclusion. We welcome anyone who wants to help small businesses survive and thrive and aligns with our core values, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.