Head of Customer Success and Account Management

Company: Scratch Services Llc
Location: San Francisco
Posted on: January 15, 2021

Job Description:

Head of Customer Success and Account Management Scratch is a new kind of loan servicer and we're changing the way borrowers experience debt. We've brought world-class product and technical thinking to a multi-billion dollar industry that hasn't seen an attempt at a tech solution in well over two decades. We're looking for smart, intellectually curious people to be a part of our Scratch journey.-- What You'll Do

• Manage a portfolio of customer accounts to foster strategic, long-term business relationships
• Set the strategic course and manage the day-to-day operations of a growing team of Customer Success Managers
• Ensure high-end service delivery and a proactive customer strategy to drive client satisfaction and growth
• Oversee commercial discussions, escalations, and strategic decision making
• Monitor client health to track usage and overall client satisfaction
• Inspire and grow a highly effective team of Client Success Managers through hiring, retention, learning development, coaching and mentoring performance
• Work closely with the sales, product, pricing, and cross-functional teams on prioritization required to grow our customers' businesses What We Look For
  • 9+ years of customer-facing experience in a high-tech environment
  • 5+ years managing, hiring, and retaining a customer success or account management team--
  • Commercial experience overseeing priorities, forecasts, budgets, and client negotiations
  • Excellent enterprise customer relationship management skills with the ability to manage complex organizations and executive relationships
  • Strong written and verbal communication skills
  • Experience with financing, credit, servicing, borrower operations and payments a plus
  • Excellent analytical abilities Scratch does not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Keywords: Scratch Services Llc, San Francisco , Head of Customer Success and Account Management, Executive , San Francisco, California