Position Summary

We are seeking a dedicated and experienced Customer Success Specialist to join our team. As a Customer Success Specialist at HelloBello Financial you will play a crucial role in the onboarding and ongoing support of our clients. You will work closely with our clients to understand their needs, provide tailored solutions, and help them achieve their goals. Your primary responsibility will be to drive customer satisfaction, retention, and growth by delivering outstanding support, training and guidance. This position is remote and will require some travel.

Essential Duties Management

Pre-Sales Support:

• Serve as the technical point of contact for prospective customers during the sales process, providing deep knowledge of our products and solutions.
• Conduct compelling product demonstrations and presentations to showcase the value and capabilities of our solutions.
• Work with customers to design and propose tailored solutions that address their business challenges and objectives.

Customer Onboarding:

• Guide new customers through the onboarding process, ensuring they understand and can effectively use our products.
• Conduct welcome calls and orientation sessions to introduce customers to our products and services.
• Maintain regular communication with new customers to address their questions, concerns, and feedback during the onboarding period.
• Develop and maintain comprehensive onboarding documentation, including guides, FAQs, and best practices.
• Identify and troubleshoot any onboarding issues, escalating complex cases to the appropriate teams when necessary.
• Track onboarding metrics and prepare regular reports to measure the effectiveness of the onboarding process and identify areas for improvement.

Customer Support:

• Build and maintain strong, long-lasting relationships with customers by providing proactive support and regular check-ins.
• Address customer inquiries and issues promptly and professionally through various channels (email, phone, chat).
• Conduct training sessions and webinars to educate customers on product features and best practices.
• Gather and relay customer feedback to the product owner and development team to help improve our offerings.
• Troubleshoot and resolve customer issues efficiently, escalating complex cases to the appropriate teams when necessary.
• Serve as a customer advocate within the company, ensuring their needs and concerns are heard and addressed.

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Job Qualifications

• Degree in Computer Science, Information Management, Business Administration, Business Analysis, or a related field is typically required but previous experience in the role may be considered.
• Proven experience in a customer success, support, or account management role, preferably in the financial lending industry or fintech industry.
• Excellent communication and interpersonal skills, with a strong customer-centric mindset.
• Ability to understand and explain complex financial products and services.
• Experience in commercial lending or non-profit lending is desired.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in customer support software and CRM systems.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• A proactive and positive attitude with a passion for helping customers succeed.