Customer Relationship Manager

Baker Hill Solutions•Carmel, IN

10h

About The Position

The Customer Relationship Manager serves as the primary liaison between the customer and the internal implementation team throughout the Loan Origination System (LOS) implementation lifecycle. This role is responsible for building and maintaining strong customer relationships, serving as the "eyes and ears" on the ground to identify customer needs, concerns, and potential obstacles. The Customer Relationship Manager ensures clear communication between all stakeholders, guides customers through implementation milestones, and provides advisory support to help customers successfully complete all implementation requirements and tasks in a timely and efficient manner.

Requirements

BA/BS in Business, Communications or similar field required
5-10 years' Experience in customer relationship management, account management, or implementation support
Communication (Verbal & Written)
Technical Aptitude
Analytical Thinking
Problem Solving
Project Coordination
Adaptability
Requirements Gathering
Documentation
Critical Thinking
Issue Triage & Escalation
Collaboration & Teamwork
Conflict Resolution
Influencing Without Authority
Time Management
Prioritization
Attention to Detail
Accountability
Empathy
Professionalism
SaaS/Software Familiarity
Data Mapping Awareness
Comfort with Excel and Ticketing Systems
SAFe Agilist (SA) – Leading SAFe certification required; or must be able to obtain within 90 days of start

Responsibilities

Serve as the dedicated point of contact for assigned customers throughout the LOS implementation process
Build and maintain trusted advisor relationships with customer stakeholders at all organizational levels
Proactively engage with customers to understand their business needs, goals, and concerns
Anticipate customer needs and address potential issues before they escalate
Conduct regular check-ins and status meetings with customers to ensure satisfaction and alignment
Act as the communication bridge between customers and internal implementation teams, ensuring accurate and timely information flow
Translate customer requirements and feedback into actionable items for the implementation team
Communicate technical information and implementation requirements to customers in clear, understandable terms
Coordinate schedules, resources, and deliverables between customers and internal teams
Facilitate meetings between customers and implementation specialists as needed
Advise customers on best practices for completing implementation tasks and requirements
Guide customers through each phase of the implementation process, explaining expectations and deliverables
Assist customers in understanding and completing required documentation, data gathering, and configuration decisions
Provide recommendations to help customers optimize their use of the LOS platform
Educate customers on implementation timelines, dependencies, and critical path items
Proactively identify potential issues, risks, or concerns during the implementation process
Serve as the first point of escalation for customer questions, concerns, and challenges
Collaborate with internal teams to troubleshoot and resolve customer issues promptly
Document and communicate issue resolutions to all relevant stakeholders
Recommend process improvements based on recurring customer feedback or challenges
Provide regular status updates and progress reports to internal leadership and stakeholders
Document customer feedback, concerns, and suggestions for product and process improvements
Maintain comprehensive records in CRM and project management systems
Prepare and deliver executive summaries and implementation status reports as required
Contribute to the development of customer-facing implementation guides and resources
Partner with implementation consultants, technical teams, and subject matter experts to support customer success
Participating in internal team meetings to share customer insights and implementation status
Collaborate with training teams to ensure customers are prepared for system adoption
Work with sales and account management teams during customer transitions and handoffs
Contribute to continuous improvement initiatives based on customer and implementation experiences