Company Description 

BaseCap is a high growth enterprise SaaS company currently expanding in the Mortgage space. BaseCap’s software offers both mortgage validation and continuous audit use cases to clients. The software touches both business and technical teams, transforming the way the industry functions. 

 

Job Description 

BaseCap is looking for a dedicated Customer Success Manager (CSM) to support our customers in carrying out their goals, delivering a high level of customer satisfaction. This role will support BaseCap using a proactive and dynamic approach to satisfy the needs of the customer. The CSM will maximize the benefits of BaseCap’s product offerings to achieve desired outcomes for our customers. You are the Customer Advocate – turning feedback into actionable items, process, and product improvement. 

Responsibilities 

·       Draw actionable insights from real-time customer data, tracking the customer journey, creating use cases

·       Develop procedures and policies and support customers with enhanced satisfaction

·       Mediate between customer requests and organizations goals

·       Drive mutual value between the customer and the company paving the way for a delighted, loyal customer base

·       Retain existing customers, boost engagement, building long term sustainable relationships

·       Bridge between customer support and sales - delivering personalized exceptional customer experience

·       Handle escalated, complex tickets

·       Analyze complaints and feedback and enable customers to discover different aspects and make a favorable decision based on their unique needs

·       Face of BCA - customer point of contact post close

·       Drive product adoption, ensure BCA meets/exceeds customer value proposition

·       Support onboarding and training

·       Work in collaboration with internal business units to drive revenue growth

Qualifications

·       Experience identifying, capturing and utilizing real-time data to determine actionable steps and draw actionable insights for customer success

·       Experience tracking the customer journey

·       Learning from customer journey to create use cases

·       Policy and procedure development

·       3-5 years experience in mortgage

·       2-3 years experience in a similar role (account management or customer success)

·       Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level

·       Proven track record of building customer relationships

·       Experience delivering client-focused solutions to customer needs

·       Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail

·       Customer-focused attitude

·       Build and maintain customer success enablement processes that can be leveraged across all customers

·       Work in an atmosphere, doing whatever it takes to exceed customer expectations

·       Protecting renewals for a book of 10-20 corporate clients through driving adoption of tools and influencing customers - you have consistently over-achieved

This role can be performed from anywhere in the US.