Head of Strategic Accounts

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Requirements:

• 10+ years in total work experience with 5+ years of leadership experience in Business Unit General Management, Sales, or Customer Experience with proven success partnering with various departments to drive retention and repeat business.
• Experience with 0 -> 1 as a Founder, Business or Product Lead, where testing, data-driven decision making, and moving urgently with cross-functional collaboration is paramount.
• Prior experience owning a P&L, achieving ambitious top-line targets while maintaining an efficient budget.
• Track record of achieving revenue goals with a SMB B2B / Repeat B2C customer segment.
• Proven success working seamlessly in a remote work environment, ideally a startup.
• Strong leadership capabilities with the ability to partner with Founders and department heads, as well as team leads of individual contributors.
• Demonstrated ability to manage multiple projects simultaneously while having a strong attention to detail.

Responsibilities:

• Drive the vision behind retaining customers and driving repeat business across the company by implementing programs, products, and processes across various departments.
• Work with leaders & individual contributors across various parts of the business to strategically design and lead in the execution of practices that will result in borrower retention and increasing customer LTVs.
• Analyze existing customer experiences of borrowers to identify areas where the customer experience can be improved and relationships can be strengthened.
• Directly manage leaders in Sales Management, Post-close Processing, Construction, and Loan Servicing.
• Partner closely with team leads across Sales, Marketing, Loan Operations, Product Management, Engineering, and Capital Markets to align on team goals and strategic direction.
• Ensure we have a deep understanding of our members needs and goals, aligning strategies with their objectives to build long-term partnerships and provide solutions that are tailored to add maximum value.
• Make the Backflip experience above and beyond for our repeat members, significantly differentiating us from other lenders in the industry.