Customer Success Operations

San Francisco Customer Success Full-time

Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

As a member of the Customer Success Operations team at Blend you will help drive key internal initiatives. You’ll be focused on efforts ranging from business process evaluations with our internal customers to internal system evaluation and delivery. In this role you will interface both with internal leadership, stakeholders, and third party vendors to deliver key outcomes and insights.

How you'll contribute:

  • Drive effective delivery of various Customer Success operations initiatives from design to deployment with a key emphasis on ROI
  • Create and maintain project plans and status reports for assigned initiatives
  • Facilitate discovery discussions with internal stakeholders
  • Work closely and cross-functionally with account, marketing, data, delivery, sales, and other teams to facilitate requirement collection, data collection and analysis in support of initiatives

Who you are:

  • 2+ years of consulting experience, preferably in management consulting
  • 2+ years of relevant experience as a project manager with a focus of running multiple projects from kick off to go-live and through optimization
  • Create comprehensive project plans (Gantt charts) with tasks and owners
  • Track key milestones and due dates
  • Communicate status updates to project stakeholders on a regular basis
  • Schedule team meetings with clear agendas and objectives
  • Document action items and follow ups
  • Identify and mitigate risks and/or conflicts from an objective point of view in a timely manner 
  • Excellent communication skills - verbal, written and presentation
  • Strong data analysis skills with the ability to draw insights from large data sets (Experience using SQL and other data reporting tools is a plus)
  • Experience facilitating discovery sessions and eliciting requirements/processes
  • Outstanding organizational and planning skills with strong attention to detail
  • Comfortable working through ambiguity to define processes, key steps, decisions, and risks
  • Preferred experience in and knowledge of SaaS software delivery
  • Ability and flexibility to travel as needed

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits
  • Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more
  • Daily meal stipend for non-regularly remote employees during COVID-19 (and lunch, dinner, snacks, and Pizza Fridays provided in offices outside of COVID-19)
  • Weekly mindfulness meditation class
  • Weekly remote company all-hands 
  • 4 months of paid parental or personal leave
  • Flexible work schedule, with open vacation policy and companywide mental health days during COVID-19
  • Work from home office set up stipend and internet stipend during COVID-19

Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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