Job Description

About Solutions by Text

Solutions by Text (SBT) was founded in 2008 with the mission to deliver impactful conversational messaging and convenient payment partner solutions that are rich, real-time and compliant. Built on hard-earned trust and SMS industry best practices, the company is the only compliance-first provider of enterprise texting solutions in the market. More than 1400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices around the US and in Bangalore, India. For more information, visit https://solutionsbytext.com/.

Game-changing Technology Built for Growth

Solutions By Text (SBT) has changed the way businesses communicate and transact with their customers via mobile devices. Since adding its first client, SBT has quickly become the leading compliant text provider to consumer finance companies and various other regulated industries. Recognized as an Inc 5000 fastest growing companies, SBT continues to grow and expand through the addition of great employees who desire a growth culture.

Mission for this Role

Solutions By Text is passionate about its customers so we're seeking a Senior Customer Success Manager (CSM) to join our rapidly expanding team. As a Senior CSM, you will engage with our large customers to build deep understanding of their business and promote mutual success plans. Your goal will be to foster long-term relationships and consult on strategies that increase customer retention, renewals, and expansion. You will be responsible for the customer's overall experience and success, including planning, customer health, adoption, and impact.

Responsibilities

Job Specific Duties

Act as the central point of contact for large customerson a day-to-day basis
Develop and manage account plans.
Respond to customer inquiries.
Develop customer relationships within the account to achieve customer goals and grow assigned portfolio revenue.
Drive adoption of SBT solutions.
Leverage data and insights to support customer goals and show value.
Champion innovation by sharing best practices and thought leadership to help customers maximize the value of SBT solutions.
Obsess about customer satisfaction, delivering an exceptional customer experience.
Monitor customer health. Identify customer risks and develop mitigation plans.
Leverage SBT leadership to build connections with key customer stakeholders.
Maintain accurate records of all customer interactions and action items.
Be an advocate for the customer within SBT.
Participate in initiatives to ensure we are working efficiently and effectively to support our customers' success.

Compliance Duties

The Customer Success Manager will be a key supporter of compliant texting. Including:

Identify non-conforming processes or services.
Promote best practices in compliance with customers.
Stay current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements.
Adhere to the Company's Code of Conduct/Ethics.
Ensure the security of information.

Competencies and Experience

5+ years of applicable experience in a Customer Success/Relationship Manager position.
Passion for driving customer success and measurable business outcomes.
Demonstrated ability to articulate SBT's business value.
Ability to prioritize tasks and initiatives in a fast-paced environment.
Ability to listen and collaboratively problem-solve.
Strong communication skills. Comfortable setting expectations and goal setting as well as navigating conflict.
Applicable experience building strong relationships.
Consultative and client centric experience.
Driven and competitive with a strong desire to overachieve.
Curious, coachable, and a willingness to lea
Projects a professional and appropriate image in all dealings with colleagues, clients, vendors, business partners and visitors.
Passion for increasing customer happiness and deepening customer relationships.
Ability to multi-task, prioritize, and manage time effectively
Excel skills
BA/BS preferred or similar experience
SaaS/Consumer finance experience a bonus

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

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