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Added 19 mins ago
Technical Account Executive
defi AUTO LLC
Columbus, OH · Carson City, NV · Concord, NH · Lincoln, NE · Raleigh, NC · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Augusta, ME · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Hartford Dover, DE · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Charleston, WV · Madison, WI · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Harrisburg, PA · Oklahoma City, OK
Added 3 days ago
Account Resolution Specialist - Hybrid
defi AUTO LLC
Amherst, NY
Hybrid model will be three days in office & two at home
Added 7 days ago
Client Executive
defi AUTO LLC
Westlake, TX · Carson City, NV · Lincoln, NE · Raleigh, NC · Jackson, MS · Saint Paul, MN · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Little Rock, AR · Montgomery, AL · Madison, WI · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Columbia, SD · Harrisburg, PA · Oklahoma City, OK · Columbus, OH
Added 10 days ago
Senior Cash Management Specialist
defi AUTO LLC
Westlake, TX · Lincoln, NE · Bismarck, ND · Raleigh, NC · Helena, MT · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Harrisburg, PA · Oklahoma City, OK · Columbus, OH
Added 10 days ago
Senior Software Engineer
defi AUTO LLC
Columbus, OH · Carson City, NV · Concord, NH · Lincoln, NE · Raleigh, NC · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Augusta, ME · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Hartford Dover, DE · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Charleston, WV · Madison, WI · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Harrisburg, PA · Oklahoma City, OK
Added 16 days ago
Systems Engineer
defi AUTO LLC
Amherst, NY
Added 1 month ago
Senior Client Executive
defi AUTO LLC
Columbus, OH · Carson City, NV · Concord, NH · Lincoln, NE · Bismarck, ND · Raleigh, NC · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Augusta, ME · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Hartford Dover, DE · Washington, DC · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Cheyenne, WY · Charleston, WV · Madison, WI · Montpelier, VT · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Harrisburg, PA · Oklahoma City, OK
Added 1 month ago
Senior Project Manager
defi AUTO LLC
Columbus, OH · Carson City, NV · Concord, NH · Lincoln, NE · Raleigh, NC · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Augusta, ME · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Hartford Dover, DE · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Charleston, WV · Madison, WI · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Harrisburg, PA · Oklahoma City, OK
Added 1 month ago
Product Marketing Manager
defi AUTO LLC
Columbus, OH · Carson City, NV · Concord, NH · Lincoln, NE · Raleigh, NC · Jackson, MS · Jefferson City, MO · Saint Paul, MN · Augusta, ME · Baton Rouge, LA · Frankfort, KY · Topeka, KS · Indianapolis, IN · Springfield, IL · Boise, ID · Des Moines, IA · Atlanta, GA · Tallahassee, FL · Hartford Dover, DE · Phoenix, AZ · Little Rock, AR · Montgomery, AL · Charleston, WV · Madison, WI · Richmond, VA · Salt Lake City, UT · Austin, TX · Nashville, TN · Pierre, SD · Columbia, SD · Oklahoma City, OK

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Technical Account Executive

defi AUTO LLC · Columbus, OH, United States · Carson City, NV, United States · Concord, NH, United States · Lincoln, NE, United States · Raleigh, NC, United States · Jackson, MS, United States · Jefferson City, MO, United States · Saint Paul, MN, United States · Augusta, ME, United States · Baton Rouge, LA, United States · Frankfort, KY, United States · Topeka, KS, United States · Indianapolis, IN, United States · Springfield, IL, United States · Boise, ID, United States · Des Moines, IA, United States · Atlanta, GA, United States · Tallahassee, FL, United States · Hartford Dover, DE, United States · Phoenix, AZ, United States · Little Rock, AR, United States · Montgomery, AL, United States · Charleston, WV, United States · Madison, WI, United States · Richmond, VA, United States · Salt Lake City, UT, United States · Austin, TX, United States · Nashville, TN, United States · Pierre, SD, United States · Columbia, SD, United States · Harrisburg, PA, United States · Oklahoma City, OK, United States

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defi AUTO LLC

Technical Account Executive

Columbus, OH, United States
Carson City, NV, United States
Concord, NH, United States
Lincoln, NE, United States
Raleigh, NC, United States
Jackson, MS, United States
Jefferson City, MO, United States
Saint Paul, MN, United States
Augusta, ME, United States
Baton Rouge, LA, United States
Frankfort, KY, United States
Topeka, KS, United States
Indianapolis, IN, United States
Springfield, IL, United States
Boise, ID, United States
Des Moines, IA, United States
Atlanta, GA, United States
Tallahassee, FL, United States
Hartford Dover, DE, United States
Phoenix, AZ, United States
Little Rock, AR, United States
Montgomery, AL, United States
Charleston, WV, United States
Madison, WI, United States
Richmond, VA, United States
Salt Lake City, UT, United States
Austin, TX, United States
Nashville, TN, United States
Pierre, SD, United States
Columbia, SD, United States
Harrisburg, PA, United States
Oklahoma City, OK, United States

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Job details

Experience: Minimum 8 years’ experience in a customer-facing role, preferably Technical Account Management, Customer Success, or Service Desk.
Posting language: English

Original job description

•

About defi SOLUTIONS: It’s an exciting time to join defi!

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance.

Learn more at defisolutions.com and follow us on LinkedIn.

Position Purpose:

The Technical Account Executive (TAE) partners with clients and the client executive team to ensure clients achieve their desired business outcomes through their defi SOLUTIONs products. This is a technical role in a fast-paced environment that demands interaction with enterprises at senior levels, as well as with technical staff. TAEs assist clients with a product’s technical aspects, are an SME on their assigned client’s business practices/product usage, and act as a relationship manager from technical perspective. They identify and mitigate technical risks, serve as a primary escalation point, and advise on best practices for platform configuration, optimization, and adoption. Additionally, they closely align with the sales team to drive client satisfaction and ensure customer loyalty for additional opportunities. A successful Technical Account Executive will need to be adaptable to quickly changing technical environments, be the point of contact for escalated items to drive resolution and is responsive to product-related inquiries. TAEs are cross-functional problem solvers, identifying technical situations that put their clients at risk, proposing solutions, and bringing together the resources to implement those solutions.

Essential Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Act as primary technical support escalation for assigned client(s).
Is a trusted technical advisor for clients, navigating them through usage and adoption, best practices, and resolution of problems.
Serves as an advocate for clients, manage client escalations and expectations effectively, communicate internally and externally during high profile escalations to ensure alignment and client expectations are set appropriately.
Analyzes business needs and translate them into use cases to address client requirements. Develop deep understanding of the client’s business, practical technical knowledge of client configurations and integrations, operational needs, and develop plans to achieve client outcomes and mitigate risks.
Sets priorities for development cases and can effectively work with development to unblock progress on cases and provide direction.
Coordinates resolution of complex technical problems with a variety of diverse applications.
Establishes continuous process improvements to enhance the client experience.
Proactively communicates changes or potential disruptions to service and advise on risk management strategies.
Creates and delivers executive client technical reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
Creates training and knowledge base articles on product best practices and common problem resolution in effort to help clients resolve problems themselves.
During major incidents, service degradations or disruptions provides regular updates and communications to clients. Partner with internal ITSM and Incident Management teams for after-hours coordination and occasional covering off-hours incidents. Communicate internal root cause analysis efforts to clients along with prevention actions taken.
Shares information with the Client Executive Team on relationships (e.g., a scorecard view of trends, aged items, backlog, etc.) for review.
Provides product and engineering teams with client feedback to help identify, resolve, and prevent support issues.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications/ Skills:

BS in Computer Science, Engineering or comparable field, or equivalent experience.
Minimum 8 years’ experience in a customer-facing role, preferably Technical Account Management, Customer Success, or Service Desk.
2+ years technical knowledge of SaaS platforms.
Ability to create profound experiences for our clients (internally and externally).
Ability to manage and diffuse difficult conversations/situations with professionalism.
Strong troubleshooting and problem-solving skills and ability to drive to solutions.
Experience with escalation and risk management procedures.
Excellent written, verbal and communication skills; experience communicating effectively at all business levels.
Ability to prioritize and manage multiple projects, clients, and activities, including ability to negotiate client expectations effectively.
Passionate about client satisfaction and can successfully represent the defi brand.
Knowledge of software development process and design methodologies helpful.
Experience leading efforts of cross-functional teams to facilitate resolution or closure of client needs or projects.

Travel required:

Less than 25%

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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