Technical Success Manager

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We want to change how the future of finance works. We’re working to change finance to be highly personalized. It changes who has access to capital. It changes personal finances. It can have a ripple effect on everything you do. Loan Pro unlocks finance. – Rhett Roberts, CEO

Steve Jobs was once asked what he was most proud of  it the iPhone? Was it the iPad? Steve Jobs replied it was the team that built Apple. That’s what I’m most proud of here at Loan Pro – the team that builds Loan Pro. We do what we do because of our people. – Rhett Roberts, CEO

This individual will be a customer-facing resource, and the best-of-the-best in terms of what Loan Pro has to offer. They collaborate closely with the Client Success Managers (CSMs) to support a customer through their entire customer journey with Loan Pro, including through implementation. They are client-facing, strategic, and product subject-matter experts. They are solutionists, builders, sellers, and project managers. Responsible for exemplifying excellent customer service and the Company core values, culture, policy and procedures at all times.

• Takes ownership of deep learning about our software, its functions, and how it fulfills our customers' needs and how they use the product
• Support the CSMs in technical calls, upselling, and building new requirements
• Collaborate with the Solution Architects on larger solutions
• Collaborate with customers to gather and understand their technical requirements, business goals, and objectives in order to design and architect solutions that leverage our platform to meet those requirements.
• Provide technical guidance and best practices to existing customers for integrating our platform with existing systems and workflows.
• Create detailed technical documentation, including architecture diagrams, solution design specs, and integration guides.
• Work closely with product and engineering teams to communicate customer feedback and drive continuous improvement of our platform.
• Advocate for customer needs within the organization, ensuring that their feedback is considered in product development and enhancements.
• Stay up-to-date with industry trends, emerging technologies, and best practices to continuously improve the solutions provided to customers.
• Collaborate with internal teams to develop and refine processes, tools, and resources that enhance the customer experience.
• An essential function of this role requires onsite work to collaborate with other team members. Remote work can be conducted at manager’s discretion and in accordance with company hybrid policy, although the first 90 days are expected to be in office completely to accommodate in person training.
• Other duties as prescribed—Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Bachelor’s degree in Computer Science, Information Technology, Finance, or a related field is preferred, but not required.
• 2+ years of experience in a technical customer-facing role, such as Solution Architect, Customer Success Manager, or Technical Success Manager.
• 2+ years of experience in lending.
• Strong understanding of software architecture, cloud computing, and system integration.
• Proven experience in designing and implementing complex technical solutions for enterprise customers.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Proficiency in APIs, payloads, and basic database queries is a must.
• Proficiency in scripting or programming languages (e.g., Python, JavaScript) is a plus.
• Experience with CRM, SaaS platforms, or Fin Tech solutions is highly desirable.
• Excellent oral and written communication skills, including facilitation of group presentations, and consulting skills.
• Ability to assess needs, influence, collaborate, deliver and…