TSM Team Lead

LoanPro•Farmington, UT

12d•Onsite

About The Position

The TSM Team Lead is a pivotal leadership role within the Technical Success department, responsible for leading a squad of Technical Success Managers to deliver world-class solutioning for LoanPro’s clients. This individual balances high-level individual contributions on "tier-one" accounts with the mentorship and operational management of the TSM team. The Team Lead ensures that the team’s technical designs are scalable, that the TSMs are hitting their KPIs, and that the feedback loop between customers and Product/Engineering is seamless. You are the guardian of technical excellence, ensuring your team translates complex business needs into elegant, API-driven solutions.

Requirements

Bachelor's degree in Computer Science, IT, or a related technical field.
6+ years in a technical customer-facing role, with at least 1–2 years in a lead or supervisory capacity.
Expert-level knowledge of APIs (REST), JSON payloads, and SQL/database queries.
Proficiency in Python or JavaScript is highly preferred to assist the team in scripting custom solutions.
5+ years of experience in the lending or fintech industry is essential to understand the business logic behind the technology.
Ability to bridge the gap between "deep-dev" technical talk and "C-suite" business value.
Demonstrated ability to manage multiple high-stakes projects simultaneously without loss of detail.
Proven ability to assess needs, influence peers, and partner with senior executives.

Responsibilities

Conduct regular 1:1s and technical code/solution reviews to elevate the team’s proficiency in APIs, payloads, and database queries.
Act as the final "technical sign-off" for complex architecture designs proposed by the team to ensure they align with LoanPro’s long-term stability.
Serve as the senior technical point of contact for "at-risk" customers, stepping in to solve the most difficult technical roadblocks.
Identify gaps in the TSM workflow—such as documentation hurdles or communication silos—and implement tools or processes to solve them.
Aggregate technical feedback from the team to provide the Product and Engineering teams with prioritized, data-backed feature requests.
Work with the VP of Technical Success to assign TSMs to accounts based on technical complexity and team capacity.
Ensure the team effectively supports CSMs and Sales in upselling technical modules and identifying new revenue requirements.
Track team metrics (time-to-resolution, customer satisfaction, upsell influence) and provide regular reporting to the VP.
Lead the training program for new TSM hires, ensuring they master LoanPro's software functions within their first 90 days.
Set the standard for technical documentation, including architecture diagrams and integration guides, ensuring consistency across the team.
Lead collaboration with Solution Architects on enterprise-scale projects that require bespoke integration logic.
Foster a proactive, "solutionist" mindset within the team that prioritizes customer empathy alongside technical rigor.
Analyze team data to identify trends in customer pain points and report these insights to upper-level management.