Premier Support Specialist

Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.

We seek a distinguished candidate to join our team – an individual who consistently exceeds expectations to deliver superior service and pertinent solutions to our clientele.

Premier Support constitutes a paid tier of support services wherein select customers elect to engage a dedicated support representative. This role entails serving as the primary Premier Support contact for several of Blend's prominent clients. The incumbent will function as the designated support liaison, assisting customers in managing their overall support experience, addressing intricate issues, and managing Blend product feedback and defects impacting their assigned clientele.

Successful candidates will integrate into a cohesive and expanding Support team committed to delivering exceptional service.

** This role will be onsite 4 days a week in our Raleigh, North Carolina office **

Responsibilities:

• Serve as the primary point of contact for customer escalations and support experience across a diverse portfolio of clients, ranging from Independent Mortgage Banks and medium to large-sized banks and credit unions to top-tier banking and lending institutions in the United States.
• Participate in weekly meetings and quarterly business reviews with clients.
• Monitor and report on account support Key Performance Indicators (KPIs) and recommend end-user training opportunities within the client organization on a monthly basis.
• Ensure transparent communication regarding outstanding bugs, feature requests, and support requests to both internal and external client stakeholders.
• Manage high-priority client support cases and collaborate with Blend Engineering/Product Management teams to achieve resolution.
• Act as the designated contact for client escalations pertaining to high-priority issues.
• Oversee project management and execution of ongoing support-led client projects.
• Direct client-facing outage communications.
• Demonstrate proficiency in managing client relationships and delivering sustained support for technical support-led projects with minimal supervisory intervention.
• Develop expertise in the assigned clients' technology stacks that integrate with Blend.
• Maintain current knowledge of Blend release and feature updates.
• Guarantee adherence to agreed-upon Service Level Agreements (SLAs) for responding to client tickets.
• Address support tickets for assigned clients.
• Contribute to customer retention and enhance customer satisfaction.

Requirements:

• Minimum of 2-4 years of experience in a customer-facing role, such as technical support, support engineering, sales engineering, technical account management, or customer success.
• Proven experience collaborating closely with Engineering and Product teams to resolve production bugs.
• Demonstrated strong customer-facing skills and experience managing relationships with large enterprise clients, including multi-billion dollar organizations.
• Possesses a robust technical aptitude and the capacity to rapidly acquire comprehensive product expertise.
• Subject matter expertise or the ability to achieve rapid subject matter expertise in the Loan Origination process, Software troubleshooting, and web technologies.
• Knowledge and proficiency in supporting developers utilizing Blend’s RESTful APIs.
• Experience in project management, including tracking statuses and deliverables to completion.
• Ability to assess, troubleshoot, and resolve customer issues, as well as implement solutions directly within client production environments.
• Willingness to accommodate flexible schedules, which may include evenings, weekends, and holidays.
• Ability to effectively de-escalate and resolve challenging situations.
• Proficient presentation skills.
• Capacity to present and communicate concepts to both internal and external stakeholders at the VP level.
• Experience in initiatives aimed at reducing customer churn.