Customer Enablement Manager at Blend
San Francisco, CA, US

Blend makes the process of getting a loan simpler, faster, and safer. With its industry-leading digital lending platform, Blend helps financial institutions like Wells Fargo and U.S. Bank increase productivity and deliver exceptional customer experiences. The company processes nearly $2 billion in loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

The Customer Engagement Manager is responsible for supporting customers and their initiatives/campaigns according to the Customer Success/Account Plan. Working with our customers who use Blend on a day to day basis, help to train our customers on the platform. Additionally, they will provide recommendations, strategic guidance and advice to make sure customers develop highly successful and ROI focused engagement campaigns, and assist them with any questions or queries they may have.

RESPONSIBILITIES

  • Lead customer to a digital lending engagement strategy that will best achieve their goals, identify and help define key business/success metrics for attaining goals, and monitor/report upon goals in order to provide visibility to customers
  • Drive usage and adoption of the Blend platform through ongoing usage reviews, account performance planning with Account Manager, and the establishment of best practices
  • Provide analysis of usage and builds/proposes changes and improvements to customer config/workflow based on Blend recommendations and industry best practices
  • Participate in the evaluation of data and creation of best practices for Blend and industry
  • Drive feature adoption campaigns through change management facilitation and support with managers and users
  • Deliver a very high level of customer satisfaction on basic and advanced trainings and workshops
  • Develop a trusted advisor relationship with customers allowing the full potential of the Blend solution to be realized
  • Stay informed of industry compliance regulations, news, best practices and emerging technologies 
  
  • Lead initial scoping of business workflow to align with technical deployment setup. Build out training model to lead customer to successful roll out, highlighting path that supports business model 
  
  • Work closely with and empower customers’ learning and development teams so they have a deep knowledge of Blend messaging and best practices
  • Work with client in ongoing basis to Identify reporting, data and user feedback opportunities
  • Key partner in development/ongoing support of customer’s operational improvement strategies
  • Facilitate and influence people through knowledge, leadership and communication skills, with ability to gain customer support and tactfully manage complex relationships within customers’ organization
  • Support, manage, plan, organize change management work during implementation and re-engagements

REQUIREMENTS

  • Have extensive experience working in the Lending industry; setting up, creating and optimizing engagement campaigns, as well as a good understanding of origination practice and technology functionality to support workflow efficiencies and how systems integrate and work together
  • Dynamically rally and control a room
  • Numerical and Analytical
  • Understanding of feature usage and adoption metrics and their impact on client objectives/campaigns, while providing guidance on how to successfully implement change management
  • Experience in building and presenting detailed analyses to which will be presented to key decision makers, alongside Account team
  • Provide support/assistance on troubleshooting where needed
  • Performance improvement methodologies
  • Coaching and facilitating
  • Effective listening: ability to identify areas of opportunity and potential negative impacts
  • Overcoming objections on the spot
  • Time management
 
 
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.