Enterprise Customer Success Lead

About Company:

Odessa is a U.S. company with offices in Philadelphia and NYC, USA, Bangalore, India, London, UK and Belgrade, Serbia. Our leasing solutions power a client base comprised of leading global financial institutions that operate across market segments. We transform bold ideas into breakthrough outcomes for clients that drive the economy through equipment and fleet leasing: IT, healthcare, transportation and more.

We believe that great outcomes and customer satisfaction are everything. It is what drives us to turn bold ideas into transformational solutions for lease and loan management. By combining digital technologies with what works across a diverse customer base, we use an agile approach to co-innovate with clients to help them solve their toughest problems.

As the largest technology provider in the leasing industry, Odessa provides a feature-rich ERP solution with broad integrations across top CRM, G/L, tax, credit, and leading enablement applications. As a complete Platform, Odessa delivers a total solution for commercial lending companies, driving the future of asset finance. With best-in-class functionality, extensible architecture and a suite of value-added features and services, Odessa helps companies transform their business operations. 

About the team:

As Enterprise Customer Support team member, you will be on the front lines providing support for our customers and educating the Odessa’s community on our continuously growing products and services. You’ll ensure that the right message gets to the right person via the right medium, every time, thereby driving growth, customer satisfaction, and brand loyalty. 

ECS has an instrumental role and impact on the success of Odessa’s innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment.

Key Roles & Responsibilities:

• Own end-to-end support lifecycle and relationship for a portfolio of enterprise customers.
• Serve as the primary point of contact ensuring issues are resolved efficiently and customer stakeholders are kept informed.
• Develop deep understanding of customer business priorities and pain points along with internal team capabilities to ensure stable and operational production environments.
• Provide in-depth technical support to enterprise customers, including issue analysis, troubleshooting, and resolution.
• Investigate and diagnose complex customer issues, collaborating with cross-functional teams where necessary.
• Develop and implement effective solutions to address customer challenges, ensuring timely problem resolution.
• Lead triage, prioritization and resolution efforts for production incidents and other requests/inquiries.
• Monitor support backlog health, usage trends, and customer feedback to proactively identify risks and opportunities.
• Conduct regular status meetings and review, and post-incident analysis to drive stability and accountability.
• Collaborate with Account Management, Product and Professional Services teams to deliver seamless customer experience.
• Manage escalations, ensuring swift resolution and high customer satisfaction.
• Establish, track and report on operational metrics (e.g. response time, resolution time, ticket volume, backlog burndown plan, inflow/outflow trends, backlog aging, etc.)
• Define support best practices and playbooks to standardize processes.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• 4+ years of experience in project management or delivery management, preferably in Customer Service department and/or FinTech sector.
• Excellent written and verbal communication skills in English
• Problem-solving and analytical abilities.
• Familiarity with customer support tools and systems.
• Ability to work collaboratively in a team environment.
• Speaking French or German in addition to English would be taken as the advantage