What are the responsibilities and job description for the CUSTOMER SUCCESS MANAGER position at Polly?
Who you are :
You have 5 years of Customer Relationship Management experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience.
Does this sound like you? If so, keep reading and apply today!
What you'll do :
- Build strong, proactive relationships with customers to ensure their satisfaction and long-term success.
- Regularly meet with Polly customers to discuss their needs, encourage adoption and usage of the platform, and check in on overall satisfaction.
- Track customer health metrics and KPIs to identify potential risks or opportunities early, address them directly, and report on customer status, risks, and opportunities each month.
- Lead customer training sessions and work closely with stakeholders to ensure they fully understand and maximize their Polly platform.
- Work with cross-functional teams to contribute to a seamless and positive customer experience.
- Share customer insights and feedback with internal teams to help drive ongoing improvements.
- Provide support for customers with urgent or escalated issues by gathering necessary information, triaging tickets, and guiding them through internal Polly processes.
- Actively monitor and analyze customer feedback to identify actionable insights for improving the customer experience.
- Assist with handling escalations by addressing organizational challenges raised by customers and working toward resolutions.
What you have :
Why join Polly?
Let's get to know each other.
Polly is transforming the mortgage industry with its modern, data-driven capital markets ecosystem. Banks, credit unions, and mortgage lenders nationwide trust Polly's revolutionary Product and Pricing Engine (PPE), Loan Trading Exchange, and actionable data and analytics to automate and optimize the entire capital markets value chain, helping their secondary teams operate faster, smarter, and more profitably. Polly was founded in 2019 by a seasoned team of technology and mortgage experts and is headquartered in San Francisco, California.
To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruitment scams impersonating Polly brand or employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at peopleteam@pollyex.com. We care deeply about this network and your experience.
