Job description
We’re looking for a CSM candidate whose main responsibility is customer satisfaction and executing company, department, and pod initiatives to reach customer success. Our CSMs possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with GPF. They serve as the main point of contact for our customers and will assist in account coordination activities including support, product adoption, compliance validations, contract finalization, and attaining renewals. The CSMs will work to build and strengthen our relationships with customers: patients, law firms, and providers. This is a great opportunity for someone who enjoys working in a fast-paced environment and wants to be a part of our continuing growth.
Responsibilities:
- Supporting our Account Managers to deliver on our revenue targets while driving a positive experience for our customers
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.
- Work with customers to ensure they are leveraging effectively and finding value in our digitalization services
- Follow and comply around the company’s 5 stages of the workflow pipeline for all Pre-Settlement, Post-Settlement, and Surgical Advance cases
- Ensure the customer receives funds as quickly and seamlessly as possible
- Liaison with both our Risk Management team and our customers to ensure repayment dates are adhered to
- Execute CSM funding and purchasing process to ensure securitization compliance standards are met for each case and funding
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Be accountable for the retention of your customers along with maintaining accurate performance metrics.
- Promote and cultivate the innovative digital culture to our customers and demonstrate the advantages of the digitization process
- Communicate and understand and respond to the customer’s technical needs
- Explore innovation capabilities that drive operational excellence and efficiencies
- Effectively participate in department committees and contribute to accomplishing the goals and initiatives set by the company and VP of Operations
- Collaborate cross-functionally to ensure product adoption and successful customer renewals
- Share best practices to continually improve the quality, effectiveness, and efficiency of our processes
- Works toward increasing sales and funding accounts numbers at an established rate determined VP of Operations
- Performs other duties as assigned by CSM Team Lead, DOCS of Strategic Operations, Compliance and Risk, and VP of Operations
Qualifications:
- Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
- Excellent phone, written, and verbal communication skills
- Well-organized, with high attention to detail and ability to prioritize and time manage for successful execution
- Confident, self-motivated, and a true team player
- Strong Relationship management skills and openness to feedback
- Highly motivated and target driven with a proven track record in sales
- Genuine enthusiasm and interest in technology
- Experience working with customer sales collection systems, i.e., HubSpot/CRMs, SAS, etc.
- Proficient computer skills, i.e., Microsoft applications, including TEAMS, Outlook and the ability to learn new software
- Bilingual in Spanish is a plus, but not required
- HIPPA certification is preferred, but not required
Education and Experience:
- Bachelor’s degree is preferred (Business, Finance, Legal, Economics a plus)
- 1-3 years working in the legal industry a plus (personal injury litigation preferred)
- Strong customer relationship experience required. Shown clear experience with VOC
Job Type:
Full-time, Remote/Hybrid, Work Schedule is Monday thru Friday
Work Authorization:
Must be able to show eligibility for employment in the United States within three days of hire.
APP/EEO Statement:
Golden Pear Funding is an Equal Opportunity Employer. We welcome all qualified candidates regardless of demographic background.
Pay:
$45,000.00 – $55,000.00 per year. Benefits.
How to Apply:
Please send your resume to [email protected] with “CSM- Pre-Settlement” in the subject line. No phone calls or recruiters.
