Lead Technical Client Support Manager

defi SOLUTIONS is a loan origination technology, servicing and analytics solutions company for the auto industry. defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs.

Position Purpose: In this position, you will work in a fast paced environment and interface directly with system administrators and business decision makers. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this hands-on role, you will help defi deliver the next generation lending experience for our clients. This role supports defi's Auto Loan Originations and Servicing Products.

Client Services is a client facing communication point with key decision makers. In this challenging position, you will work in a fast-paced environment and interface directly with system administrators and business decision makers. You'll be the face of defi SOLUTIONS by supporting and providing analysis to our clients through collaboration, resolving concerns, answering questions, and gathering feedback.

By working directly with clients and internal stakeholders, you can help shape software requirements, build relationships, and directly contribute to the business goals. Your contributions correlate to recognition and growth opportunities within the organization.

The Client Services team is the hub of the organization as we interact with multiple departments and levels within the organization. This position provides exposure to new software and the ability to work with and influence others.

Responsibilities

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  Review client configuration and business processes to address challenges and satisfy business needs.
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  Analyze, troubleshoot, and resolve application issues.
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  Triage client requests to determine avenue for resolution.
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  Identify opportunities to enhance client product experiences.
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  Effectively interact and communicate with internal stakeholders to facilitate delivery of client expectations.
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  Advocate for clients by escalating urgent requests and efficiently prioritizing cases.
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  Isolate problems, determine solutions or alternatives, develop and implement resolutions, or engage appropriate resources.
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  Perform other duties as required.

Qualifications:

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  4+ years experience in lending, financial services, technology, and/or SaaS companies
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  Exhibit critical thinking and demonstrate strong problem-solving skills.
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  Analytical and process oriented.
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  Excellent oral and written communication skills.