Head Of Customer Success & Support

LA  -  United States
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United States, United States
Job Detail
  • Industry:
    Customer Service
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
  • Job Location:
    NEW YORK, United States
  • Minimum Education:
  • Minimum Experience:
    5 Years
  • Apply By:
    Jul 19, 2018
  • Job Posting Date:
    Mar 19, 2018
Job Description

dv01 -

dv01 is a data management, reporting, and analytics platform that brings transparency and insight to lending markets—making them more efficient for institutional investors and safer for the world. In a nutshell, we’re doing our part to prevent a repeat of 2008. As the technological hub between lenders and capital markets, dv01 provides all parties with unprecedented data transparency, insight, and analytics. To date, dv01 has offered institutional investors insight into $15+ billion of securitizations and more than $64 billion of consumer, small business, real estate, auto, and student loans from the largest online lenders, including LendingClub, Prosper, and SoFi. 

As Head of Customer Success you will be a trusted adviser to dv01's customers, helping them succeed using our platform and ensuring they receive maximum value from our offerings. You’ll be responsible for understanding customer requirements, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. This role reports into the Head of Sales and works with stakeholders across the company in Sales, Support, Marketing, Product, and Engineering. 


Be responsible for developing customer relationships that promote retention and loyalty, both during the sales process and after the sale has closed.

Provide proactive and reactive product support and training to customers. Proactive responsibilities will include working with sales to follow up with users after meetings/calls, using analytics to reach out to clients whose engagement has dropped, and ensuring all users are educated on new features/products. Reactive activities will include handling inbound questions/requests/issues, knowing when to escalate requests internally, and helping the Product team prioritize the roadmap based on user feedback.

Build a process to gather feedback and study user activity/analytics in order to create best practices that include policies and procedures to optimize the customer experience and increase adoption of dv01 products.

Be responsible for hiring a support analyst to handle basic inbound questions, set up user accounts, grant access to datasets, etc.

Conduct demos of dv01's product suite both in person and through virtual sales meetings/calls.


Experienced in ABS/Structured Products Finance/Mortgages

Have an in-depth knowledge of Intex

Fantastic interpersonal skills

Highly organized

Excellent communication skills, both oral and written

A minimum of 10 years post graduate work experience with at least 5 years working with customers in a pre and post sales support role

Knowledge of customer service practices

Technical aptitude and ability to learn fintech SaaS products

Experience with a CRM software such as Salesforce or Base

dv01 is an equal opportunity employer and all qualified applicants and employees will receive consideration for employment opportunities without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin or ancestry, citizenship, veteran status, membership in the uniformed services, disability, genetic information or any other basis protected by applicable law.

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