Client Executive

Job Description

Job Description

About defi SOLUTIONS: 

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. 

About the Role: 

The Client Executive assumes the leadership role in managing defi SOLUTIONS business relationships with a portfolio of clients from a strategic and consultative perspective. Serving as the primary contact for the client’s executive and/ or senior level managers, the Client Executive is responsible for managing and growing the overall relationship with key senior-level decision makers and influencers at assigned clients to create customer loyalty and increase revenues.  The Client Executive will leverage our solutions to maximize client’s growth and profitability, utilizing various company resources to ensure client satisfaction, retention, and increased profitability for defi SOLUTIONS.

Essential Job Responsibilities:  

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Manage the defi customer experience and relationship for assigned clients.
• Coordinate all efforts internally on behalf of the client to resolve concerns, answer questions, complete requests – ensuring the right resources are engaged timely to best serve the client.
• Review client configuration and business processes and make recommendations that maximize the potential of defi products.
• Meet with clients regularly to discuss strategic initiatives and brainstorm on how defi can help them achieve their goals.
• Identify opportunities proactively to improve client product experiences and follow internal processes to execute ideas.
• Make recommendations on product improvements that would improve client satisfaction• Serve as the primary relationship manager for assigned clients.
• Follow escalations processes to ensure client concerns are addressed timely.
• Communicate roadblocks to leadership that might hinder client satisfaction or client success.
• Serve as the front line of communication for assigned clients by receiving all initial client inquiries and facilitating coordination as needed to serve clients successfully.
• Educate clients on defi product features including how to configure, test and implement.
• Monitor and analyze client dashboard metrics and data.
• Coordinate resolution to client concerns identified through dashboard/metric data analysis.
• Encourage feature adoptions that align with client needs to maximize success potential.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications:

• Bachelor's Degree or equivalent experience
• 5+ years’ experience in lending, financial services, and/or SaaS companies
• Proficiency in working with Microsoft tools: Word, Excel, PowerPoint, and Outlook.
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative team member with the ability to inspire others
• Communication and presentation skills
• Flexible during times of change
• Team player able to effectively interact with colleagues and business partners across the company

Preferred Qualifications:

• BBA or related degree/experience
• Project Management or Client Success Manager or Service Management experience

Travel required:

• Up to 10% travel

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.