Premier Support
Core
Premier Support contact for Blend's prominent banking and lending clients, managing escalations, feedback, and defects.
Role type
Senior Technical Account Manager / Premier Support Engineer
Builds
Support services and resolution for high-priority client issues
Domain
Fintech / Banking / Loan Origination
Deliverable
client delivery
Required skills
Technical troubleshooting, RESTful API support, Project management, Client relationship management, SLA adherence, Outage communication, Product feedback management, Enterprise client engagement, Technical presentation
Preferred skills
Computer Science degree, Loan Origination process expertise, Software troubleshooting, Web technologies
Technologies
RESTful APIs, Blend product stack
Responsibilities
Serve as primary point of contact for customer escalations and support experience; Participate in weekly meetings and quarterly business reviews with clients; Monitor and report on account support KPIs; Ensure transparent communication regarding outstanding bugs and feature requests; Manage high-priority client support cases and collaborate with Engineering/Product teams; Act as 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; Address support tickets for assigned clients; Contribute to customer retention and enhance customer satisfaction.
Seniority
Mid-Senior, hands-on IC