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Lender Customer Success Manager
Austin, TX

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

We are looking for an experienced Customer Success Manager to join our Lender Success team. This team is a relatively new business line for Qualia offering products to help streamline Mortgage Lenders' post-closing workflow. You'll be responsible for onboarding and managing the customer lifecycle with these customers. You will be their main point of contact, helping them achieve their business goals in partnership with Qualia. We're looking for someone who thrives in a high-growth startup, constantly changing environment and can help us develop our customer success playbooks.

RESPONSIBILITIES

  • Develop our Lender accounts into high-value customers who are bought into the software
  • Build strong relationships with both decision-makers and users at client accounts
  • Quarterback software implementations for our Lender accounts to help them go live quickly and successfully
  • Achieve high retention rates by ensuring customers are achieving a strong ROI from the product
  • Grow customer value by identifying expansion and upsell opportunities over time
  • Manage a high number of accounts, effective time management and prioritization is key
  • Become a Qualia software expert in order to help your customers configure their deployments based on their company structure
  • Help design processes, structures, and tools to effectively scale account management and onboarding best practices
  • Provide day-to-day guidance and support to managed accounts
  • Collaborate with the Product team to improve the experience for Qualia users

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • At least 3-5 years of experience in a CSM role
  • Onboarding experience considered an asset
  • Experience owning, delighting, and growing accounts
  • Good listener who can understand customer needs and communicate Qualia's value proposition
  • Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently exceeding quota/meeting goals
  • Experience with Salesforce, Outreach, and other CRM/Project Management tools preferred
  • Ability to get into the weeds and solve problems independently
  • Strong team player but still a self-starter
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Wants to be on the ground floor of starting up a new product line within the organization

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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