Customer Success Manager

Empire Home Loans is searching for an enthusiastic and results-driven Customer Success Manager to enhance our client relationships and ensure their satisfaction with our mortgage and loan services. This role will be pivotal in developing long-term partnerships with our customers by providing exceptional support and guidance throughout their journey with us. As a Customer Success Manager, you will be responsible for onboarding new clients, understanding their unique needs, and delivering tailored solutions to help them achieve their financial goals. You will work closely with our sales and operational teams to ensure a seamless experience for our clients while proactively identifying opportunities for additional value creation. If you are passionate about customer service, driven by results, and eager to contribute to a thriving team, we would love to hear from you. At Empire Home Loans, we believe in empowering our employees and fostering a culture of collaboration and growth. Join us in our mission to transform the mortgage experience for our clients, one loan at a time!

Responsibilities

• Build and maintain strong relationships with clients to understand their needs and ensure their satisfaction.
• Manage the onboarding process for new customers, providing guidance and support.
• Proactively identify any issues or challenges faced by clients and work to resolve them swiftly.
• Conduct regular check-ins with clients to ensure satisfaction and gather feedback.
• Collaborate with internal teams to enhance product offerings and improve customer experience.
• Track client progress, performance metrics, and prepare reports for internal and external stakeholders.

• Bachelor's degree in Business Administration, Finance, or a related field.
• Proven experience in customer success or account management roles, preferably in the financial services or mortgage industry.
• Strong problem-solving skills and ability to think strategically.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as part of a team.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong organizational skills with the ability to manage multiple clients and projects simultaneously.