Technical Success Partner

• Be a point of contact for customer escalations and support experience for a select few enterprise customers
• Attend weekly meetings and quarterly business reviews with the customer
• Keep track of account’s support KPIs and prescribe “the end user” learning opportunities within the customer’s organization on a monthly basis
• Provide transparency of outstanding bugs/feature requests/support requests to both internal and external customer stakeholders
• Manage high priority customer support cases and work with Blend Eng/PM teams towards a resolution
• Point of Contact for client escalations for high priority issues
• Mentor support employees who are interested in working with Premier support customers
• Project management and execution of ongoing support led customer projects
• Lead client facing outage communications
• Demonstrated ability to efficiently manage client relationships and provide ongoing support for technical support led projects
• Strive to become a subject matter expert on your assigned customers tech stack that integrates with Blend
• Continue to keep up with Blend release and feature updates
• Identify areas of improvement and project manage approved projects to completion
• Excellent critical thinking skills
• Reduce churn and increase customer satisfaction

• 4-7 years experience in a customer facing role as technical support/support engineering/sales engineering/technical account management/customer success/leadership experience in Support or Customer Success
• Experience working closely with Engineering and Product teams to resolve bugs in production environments
• Strong customer facing skills and experience working with multi billion dollar customers
• Strong technical aptitude and ability to become a product expert quickly
• Experience working with complex and deeply integrated enterprise-scale SaaS deployments.
• Ability to quickly grasp and communicate complex ideas and technical concepts to a wide range of audiences.
• Familiar with using cloud observability tools, such as Datadog, Splunk, etc.
• Subject matter expert or able to become subject matter experts rapidly in the following areas in respect: Loan Origination process, Software troubleshooting and web technologies
• Experience with project management; tracking status and items through completion
• Ability to evaluate, troubleshoot, and resolve customer issues as well as perform fixes directly in client production environments
• Ability to clearly communicate with C suite both internally and externally
• Ability to work flexible schedules that may include evenings/weekends/holidays
• Ability to work West Coast hours

• Project management certifications such as PMP, Agile, etc.
• Experience with reducing churn of high value clients
• Knowledge and ability to support developers who are using Blend’s RESTful APIs

To comply with local legislation, as well as to provide greater transparency to candidates, we share base pay ranges on all job postings regardless of desired hiring location.

For full time hires, the hiring base pay range for this position is between $84,600 and $90,000. The stated base pay range would generally increase 10% for candidates in CA/NY and be reduced 5% for candidates outside of CA, NY, CO, IL, MA, TX, VA, WA, and DC. Beyond base pay, Blend benefits and perks are described below.  

Final base pay offer amounts will vary depending on multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience. Base pay will be adjusted for part-time roles to reflect scheduled hours.

• Meaningful equity
• 401(k) plan with employer matching contribution
• Comprehensive health benefits
• 16 weeks of paid parental leave
• Generous vacation policy 
• Work from home office set up stipend and internet stipend during COVID-19
• Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more

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