Customer Success Manager

Coviance•West Des Moines, IA

10d

About The Position

At Coviance, we're on a mission to simplify home equity lending for community banks and credit unions through innovative technology. Our Customer Success team plays a critical role in ensuring customers achieve measurable value from our platform while building long-term partnerships that drive growth and retention.

Requirements

3+ years of experience in Account Management, Relationship Management, or a similar role
Excellent phone presence and interpersonal skills
Superior written and verbal communication, presentation and interpersonal skills
Ability to thrive in a fast paced and changing environment
Experience with CRM Software
Proficient in MS Office products (Excel, Word, MS PowerPoint)

Nice To Haves

Preferred 2+ years of Home Equity Lending experience
Preferred experience working with financial institutions

Responsibilities

Build trusted relationships with customers by serving as their primary relationship manager.
Develop and execute customer success plans that define goals, success metrics, potential risks, and recommendations.
Proactively engage customers through regular communication to monitor account health and ensure long-term success.
Partner with customers to understand their business objectives and help them achieve measurable outcomes using Coviance's solutions.
Manage customer onboarding to ensure a smooth, timely, and positive implementation experience.
Stay current on Coviance products, enhancements, training resources, and service offerings to provide strategic guidance.
Monitor customer usage and performance to identify trends, risks, and opportunities for increased adoption.
Deliver customer education through training sessions, webinars, and other enablement resources.
Collaborate closely with Sales, Implementation, Product, and other internal teams to deliver an exceptional customer experience.
Share customer feedback and product enhancement ideas with Product and Engineering teams.
Identify opportunities for additional products or services and partner with Sales to support customer growth.
Drive customer satisfaction, retention, and product utilization across your portfolio.