Customer Success Manager  

Senior Customer Success Analyst

We intend to build our customer success team around you! As one of our foundational hires, you’ll have the opportunity to grow quickly and take on more responsibilities as you demonstrate your ability to successfully manage a complex set of customer success tasks and operations. Given our size, you’ll need to possess the ability to be a “player” and a “coach” - as all our roles, up to the CEO, are expected to roll-up our sleeves to pitch in on the day-to-day work.

Job Functions

Support the Client

• Account Management
• Schedule and lead conference calls with clients
• Lead client launch and implementation processes
• Serve as a point of contact for assigned clients
• Learn the basics of Vault’s operations related to all of our products
• Receive and process client eligibility files
• Send and process regular invoices, track payment returns, process refunds

Support the User

• Respond to end-user support requests with professionalism, speed, and accuracy
• Escalate system issues to the Development team as necessary
• Obtain NACCC Certification (for purpose of 1:1 Loan Counseling)

Support the Team

• Onboarding, training, and support of Customer Success Analysts
• Oversee achievement of service level agreements
• Revise and expand Customer Success template responses to improve consistency and quality
• Develop and maintain the Customer Success knowledge base
• Document and improve processes

• Capable of being successful in a start-up environment, where the Vault platform is changing and evolving
• Work independently and solve problems without regular direction from manager
• Solid, proven background in Customer Success, preferably for a tech and/or SaaScompany
• Highly proficient with technology, including but not limited to Excel
• Work hours to be US Central Time