Senior Customer Service Manager
Senior Customer Success Manager
Supernova Lending, LLC (“Supernova”) is a fast-growing company providing wealth management lending SaaS solutions to financial institutions (banks, insurance companies, broker/dealers, Registered Investment Advisors, etc.). Those institutions then are able to help their clients by offering a competitive and flexible liquidity solution. Our customer success team is critical to help clients achieve their successes. We are looking for a highly motivated and versatile leader with experience in sales or customer success to join us in our Chicago, Illinois office. The role reports to the Head of Sales & Marketing.
As the senior customer success manager, you will lead our efforts to drive customer success outcomes. You will work cross-functionally to define and optimize the customer lifecycle management process, report and drive improvement of success metrics, and continue looking for ways to help the team improve the efficiency and effectiveness of what they do.
+ Accountable for overall client satisfaction and book of business goals
+ Manage customer success activities against defined KPIs. Strive for continuous improvements by adopting industry best practices
+ Serve as the escalation point for ongoing issues, manage projects to build or improve processes/systems that help CSMs monitor and anticipate customers’ needs and goals
+ Partner with internal teams such as product development, service etc. to promote client centricity culture across the company
+ 10+ years relevant financial services or functional experience
+ Ability to think strategically, and collaborate cross functionally
+ Deep customer service focus and strong attention to detail
+ Intense desire to achieve client satisfaction and business goals
+ Excellent time-management, prioritization, communication, and analytical skills
+ Financial industry certifications are considered a plus
+ BS or BA required, MBA is preferred
Supernova is an equal opportunity employer.