If you have a passion for client support, customer success, and problem-solutioning in a fast-paced environment, this may be the right role for you.The Client Success Associate will be responsible for Lender engagement. May require on-site visits for Lender process refinement. You will deliver ongoing best practices and monthly performance management reviews as the external facing CreditXpert SME, providing ongoing end user guidance and world class client success experience. Essential Functions:As a Client Success Associate, you will:Be the CreditXpert mortgage/lender SME in operationalizing CreditXpert, you will deliver Training, Product Demonstrations and Product Self-Service ResourcesFacilitate training engagements and successful onboarding of Lenders to CreditXpert software, tracking and reporting in the HubSpot CRM. Attend trade shows and events (both onsite and virtual) as the internal and external Product Training SME as requested by VP of Sales and Client Success or Director of Client Success. Establish regular Lender call cadence with Lender's CreditXpert Admin and debrief outcomes, updates, and next steps with internal CreditXpert stakeholders. Track, record, and present regular performance management review to Lender Program Manager, ensuring appropriate adoption and utilization of CreditXpert outlined within Lender defined program parameters, CreditXpert best practices, implementation project guidance and KPI performance measurement. Ensure workflows are logged, measurable and reportable in the HubSpot CRM that aligns with and supports the CreditXpert Customer Journey Work with internal Technical Enablement resource to ensure CreditXpert software enablement and provisioning licenses remain current. Log client enhancement requests using business case process. Monitor client support case queue to resolution, escalation, and priority tracking. Escalate urgent Lender support cases to the Client Success Manager for resolution.Ensure overall success of client account, driving best practices each quarter to annual renewal of user agreement. Competencies and Criteria for Success Job Specific Competencies:Customer CentricProblem SolverAnalyticalSense of UrgencyTeam orientedAdaptableProfessional Detail orientation We look for top performers who: Act - Value actions and results, not just ideasPerform - Embrace the team, we succeed or fail togetherPivot - Comfortable to change course in support of company objectivesEngage - Be part of the team, be nice, get involvedAdapt - React positively to new information Influence - Positively impact what we do and how we do itLearn - Passionate about continuous improvement and learning Required Education and Experience Ability to craft and scale successful Enterprise Account plansDeliver success reporting to both internal and external stakeholdersReview adoption and utilization with Lender clients to increase distribution of CreditXpert, meeting success goals Minimum of 5 years Mortgage Industry Enterprise Account Management HubSpot CRM experience, a plus Experience in a start-up environment, a plus About CreditXpert Inc. What makes CreditXpert an Employer of ChoiceMeaningful Mission!Creative, Performance Driven CultureGreat Healthcare Benefits - most are 100% company paidGenerous Paid Leave Hybrid Environment and Flexibility to work remote Stellar Workspace - great location/hassle free parkingProfessional Development and Tuition Assistance - we truly value continuous improvement and want to support your journey Who we areCreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval. We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans. As lifelong learners, we have a passion for change and we constantly adapt everything (our business, internal processes, tools ). We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates. We wear multiple hats, often stretch beyond our comfort zone, and see failure as an opportunity to learn. We have fun inventing advanced analytical solutions and creating great user experiences. What we doIn 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry. Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money. More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores. As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers. BenefitsWe strive to create a great experience for our team, not just our customers. We want everyone to be excited about their work, fulfilled and worry-free. That's why we offer lots of autonomy, support, and the flexibility you need to balance your life. Our compensation and benefits package ensures that you can focus all your energy on creating value for our customers and the company. Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.Additional Details Job Category: Functional Position Type: Full-Time This is a full-time position that may require long hours. Supervisory: No direct supervisory duties. This position does require management of projects including directing project related activities of the project team members. Travel: Up to 25%Including tradeshow participation Client Success Associate Classification: ExemptReports to: Director of Client Success Category: Associate Focus: Enterprise Lender Accounts Date: 6/1/2022Work EnvironmentThis job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position. Duties, responsibilities and activities may change at any time with or without notice.