Client Success Manager

Origence • Greenwood Village, CO

13d • $59,000 - $73,700

About The Position

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term. The OLS Client Success Manager (CSM) serves as the primary point of contact for day-to-day system, reporting, and operational support for OLS clients on the Ideal platform. The CSM is an IDEAL subject matter expert and can resolve many client requests independently. When one-call resolution is not feasible, the CSM serves as the lead coordinator with other stakeholders to ensure that client needs are met with the level of communication and follow-through that elevates the OLS brand and is consistent with our values.

Requirements

• BA/BS Degree or commensurate experience
• Relevant certifications preferred
• Five years experience in consumer lending, with auto finance experience preferred.
• A minimum of three years experience working with Origence Lending Services, including IDEAL system expertise.
• Ability to work independently with a high level of initiative.
• Exceptional reporting and analytical skills
• Highly organized and able to prioritize and multi-task projects.
• Extensive knowledge of the marketplace and lending industry.
• Excellent presentation skills with the ability to effectively present to large groups and/or executives.
• A successful track record with managing large scale projects from inception to completion.
• Highly organized and able to prioritize and multi-task projects.
• Ability to successfully train a group of people on technical products.
• Excellent oral, written, organizational and interpersonal skills.

Responsibilities

• Striving for one-call resolution when feasible, act as the lead for complex technical, reporting, and operational client requests. Tasks include assessing the level of support needed to address requests, establishing timetables for resolution, setting client expectations and providing follow-up support.
• Provide ongoing training to clients on the IDEAL platform.
• Assist with the coordination and support of all product initiatives including ongoing training, follow up, usage training and reporting.
• Serve as the primary operational point-of-contact for clients on the Ideal platform.
• Work closely with OLS management and Origence counterparts to effectively transition activities when requests are outside the scope of this role.
• Follow-up with appropriate counterparts and management to ensure requests and issues have been addressed and resolved within prescribed timeframes to the clients satisfaction.
• As a client advocate, provide management with the information and insights necessary to evolve and prioritize our product roadmap.
• Complete special strategic projects as directed by management.
• Update applicable materials and reporting systems regularly as directed.
• Have a working knowledge of other internal systems such as arc OS, project management and product/development platforms, and CRM systems.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture!
• Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level