CANPE SOLUTIONS - Director - Customer Success

Director, Customer Success

Job Description :

- Lenders across the globe continue to face mounting losses despite enhanced focus on collection and recovery operations.

- At CanPe, we are building the next generation intelligent SAAS engine (CanPe) for credit management. Our engine is powered by sophisticated AI/ML algorithms and is based on a digital-first compassion-led approach.

Role and Responsibilities :

- Broadly speaking, you will be responsible for welcoming new customers to the Canpe platform.

- You will be proactive in setting expectations for customers experience with CanPes products and solutions, handling ongoing account updates and inquiries from your clients, and maintaining a high rate of customer satisfaction within your portfolio.

In your role, you will :

1. Serve as the primary contact for on-boarding of new customers onto the CanPe platform, product training, along with post-go-live support.

2. Serve as the primary contact for servicing existing customers on the CanPe platform. The role requires you to continuously monitor borrower responses.

3. Maintain a regular cadence of meetings with your client-side partner for issue tracking, policy exceptions required, and continuous feedback on the performance of CanPes solutions.

4. Collaborate with the engineering team to set up or configure the CanPe platform as per customer requirements and troubleshoot any technical issues raised by customers.

5. Collaborate closely with the sales/presales team members, supporting renewals and expansion opportunities.

6. Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

7. Advise clients on the most effective ways to use the CanPe platform to maximize the ROI on their engagement with CanPe.

Requirements :

1. He/she should have an MBA (Finance) degree from a reputed institution with 4-7 years of work experience in the B2B financial products/services space.

2. Strong and clear communication, boundless enthusiasm and a positive can-do attitude to customer problem solving are a must. Your ability (discipline) to conduct work in an organized, self-driven and responsive manner would be critical as we scale rapidly across multiple customers.

3. 7-15 years of experience with clients or managed accounts, across Technical, Presales, Technical Account Management. Previous experience in Success or Support Engineer role for a SaaS company is a plus. Knowledge of collections operations / collections analytics is a definite plus.

4. Demonstrated solutioning experience in a B2B financial services environment is a must. SaaS experience is a plus. Onboarding shall be done remotely at this point. The selected candidates shall be expected to work-from-home (WFH) for the near foreseeable future.

What is so special about CanPe or why work for us?

- The thought of debt collections and recovery often conjures pictures of harassment and mental agony inflicted on a stressed borrower. And yet at Canpe, we have set ourselves the challenge of using technology to inject compassion into this very process.

- Working directly with the ecosystem of lenders, fintechs, and borrowers, you shall participate in creating a unique AI-powered compassion-led debt settlement platform that is fair to both lender and borrower. You shall experience firsthand, our rigorous science-based approach to modeling that straddles consumer behavior theories, behavioral economics, AI/ML tools and computational science.

- Rest assured, the journey with Canpe shall be enriching and intellectually satisfying for the right candidate. In return, we expect the candidate to bring boundless enthusiasm and a positive can-do attitude to problem solving. Your ability to work hard and innovate in a rapidly evolving work environment shall be considered a critical asset.