Senior Customer Service Manager

| Chicago
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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. 

Responsibilities

+ 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.

Requirements
+ 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.

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Technology we use

  • Engineering
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Location

Do you like fine art, modern furniture, poké crunch wraps and beer arcades? Then you'll love our office space near the corner of Chicago and Franklin.

An Insider's view of Supernova

What’s the vibe like in the office?

Our vibe is really fun and energetic! It is an open spaced loft in River North. Nobody has an office and even the CEO and CTO sit in rows of desks with all of the other employees. People are always working together. We have a fridge and pantry stocked with snacks, a pool table and casual dress.

Jaramee

Controller

What's the biggest problem your team is solving?

Supernova enables wealth management firms to offer securities-based loans, an attractive liquidity solution, to their clients. Historically, setting up SBLs was very cumbersome. Our solution not only supports competitive borrowing rates, but is also easy to use and includes robust collateral management and risk monitoring capabilities.

Kristin

Sr. Vice President of Business Development

What makes someone successful on your team?

One quality that comes to mind is a positive attitude. When one brings a positive energy into their workspace their teammates draw from it and everyone is more productive as a whole. Successful people are open to advice — different perspectives shed light on problems and provide insight that one may not discover on their own.

Peter

Security/Dev Ops Engineer

How do you make yourself accessible to the rest of the team?

When we started Supernova, we wanted to create a culture of open communication and collaboration to share ideas and best practices. No one has an office. I sit with the rest of the team and purposely keep my calendar as clear as possible so I can participate and be involved in organic discussions that are often my favorite part of the day.

Jeff

Head of Operations

What projects are you most excited about?

I'm excited about being able to calculate the probability of call in our collateral management system; which combines advanced statistical analysis and financial knowledge to predict the performance of all the holdings in the collateral accounts. We want to provide the most accurate and configurable financial data to our clients.

De

Quantitative Risk Analyst Intern

What are Supernova Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Tuition Reimbursement
Continuing Education stipend

Additional Perks + Benefits

Exceptional benefits package Equity-linked compensation. A vacation policy designed to achieve work-life balance. Frequent team lunches to help keep us all connected. Office pool table complete with regular tournaments. Matching 401(k) program.

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