Customer Advisory Manager

As a Customer Advisory Manager at Blend, you will work closely with clients to understand their business objectives and how they can maximize value from our platform. Your role includes analyzing key performance indicators, recommending enhancements in our technology, maintaining regular communication, and ultimately ensuring clients leverage Blend to its fullest potential.

To become a Customer Advisory Manager at Blend, you should have 1-4 years of relevant customer-facing experience, preferably in a SaaS company, management consulting, or within the lending industry. A strong technical aptitude, excellent communication skills, and the ability to analyze KPIs will help you excel in this role.

The Customer Advisory Manager contributes to client success at Blend by building trusted relationships, regularly sharing success metrics, and recommending strategic features that enhance the customer experience. This role is central to aligning Blend's capabilities with clients' business goals.

The hiring compensation range for a Customer Advisory Manager at Blend is between $83,000 and $98,000, which includes base pay and a variable component. The final pay may vary based on factors such as experience, geographic location, and relevant skills.

Customer Advisory Managers at Blend enjoy a range of benefits including meaningful equity, a 401(k) with employer matching, comprehensive health coverage, generous leave policies, and wellness benefits. We also support your work from home needs with a stipend for setting up your home office.

In assessing a customer's needs, I would start by conducting thorough conversations to understand their business goals and current challenges. I would analyze their key performance indicators and gather insights from their teams to identify areas where Blend can provide added value, ensuring we create tailored strategies to help them achieve success.

Handling difficult conversations with clients requires a balance of empathy and professionalism. I ensure I listen actively to their concerns, validate their feelings, and share potential solutions. My goal is to foster a collaborative approach to address the issues at hand, ultimately strengthening our relationship.

Building strong relationships with clients involves consistent communication, transparency, and adding value at every touchpoint. I would maintain regular check-ins, share insights related to their success metrics, and proactively offer solutions or resources that can enhance their experience with Blend.

In a previous role, I closely analyzed a client's conversion rates and discovered a mismatch in their sales funnel process. By recommending specific feature adjustments in their system that improved their customer engagement, we achieved a 30% increase in their conversion rates over six months, which significantly boosted their profitability.

My experience with analyzing KPIs stems from working closely with various teams to track performance metrics. I regularly utilized tools to collect data, assess trends, and presented findings to clients. This analytical approach not only helped drive decisions but also demonstrated the value of our services by connecting KPIs to tangible outcomes.

When introducing new features, I ensure I present them as solutions to the specific challenges clients face. I would prepare data and case studies to showcase the benefits and conduct a walkthrough of the new feature, allowing them to see its relevance. Continuous engagement will follow to refine the implementation ensuring their satisfaction.

To enhance customer experience, I utilize CRM tools for tracking client interactions, analytics software for KPI assessments, and communication platforms for seamless check-ins. Additionally, leveraging feedback mechanisms like surveys can provide insights into areas where we can improve our support and services.

Prioritizing multiple clients involves categorizing their needs based on urgency and potential impact. I adopt a proactive approach by scheduling regular check-ins and utilizing project management tools to track progress. This ensures I can devote appropriate attention to critical client issues while still meeting overall responsibilities.

The key to creating raving fans revolves around understanding their needs deeply, consistently delivering on promises, and exceeding expectations. By actively listening, responding swiftly, and providing valuable insights, clients feel valued and are more likely to become advocates for Blend.

I am excited about the opportunity to work at Blend because of its innovative approach to transforming the lending landscape. I share the belief in making financial resources accessible and would love to leverage my skills to help clients succeed and become ardent supporters of the Blend platform.