Customer Success Specialist, Tekambi

**Who we are**

At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.

We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.

**Who we need**

Tekambi is a customer-focused online lead management system designed specifically for alternative credit lenders. Founded in 2018 and part of Aquila since 2022, our plug-and-play platform helps lenders take control of their marketing campaigns, lead filtering processes, and credit risk underwriting. Built by experienced technical leaders, Tekambi delivers a flexible, reliable solution that simplifies decision-making and enables lending portfolios to manage every aspect of lead purchasing with precision.

Reporting to the Director of Customer Success, we are hiring for a Customer Success Specialist. You will be the trusted partner to a portfolio of clients across the lending industry and related verticals. From onboarding and implementation to engagement and expansion, you will guide customers through every stage of their journey, ensuring they see the full value of our platform.

You will build meaningful relationships by understanding each client’s unique business needs and aligning our tools to help them succeed. You will monitor platform usage, identify opportunities for improvement, and partner with internal teams to deliver innovative, impactful solutions. You will also play a key role in sharing client insights with technical stakeholders, spotting upsell and cross-sell opportunities, and preparing data-driven reports that contribute to client success and company growth.
- This is a full-time, fully remote position based in the United States or Canada, with working hours aligned to 9 am-6 pm EST._

**What’s in it for you**
- Exposure and opportunity. _Whether you are already in fintech or looking to break into the software space, this is an opportunity to channel your customer-facing experience and further develop your technical fluency. You will benefit from the resources and stability of a large organization while working in a close-knit, fast-moving team where you can make a real impact on customers and end users.
- A chance to accelerate your career._ You will report to a supportive leader who values coaching and collaboration. As the team grows, you will be part of shaping how we work with and support our clients. You will have access to learning, mobility, and advancement across Tekambi, Aquila, or Constellation Software.

**How you will make an impact**
- **Client onboarding.**You will assist the Onboarding Specialist with guiding new clients through implementation, compiling assets, configuring accounts, training users, and coordinating with external partners. You will ensure the onboarding process results in a confident, self-sufficient client.
- **Customer support.**You will be the first point of contact for client questions, offering thoughtful solutions to issues and advice on using Tekambi’s platform. You will frequently be asked to handle more technical tasks like reviewing API requests and responses, analyzing customer data, and occasionally managing high-level PHP code. You will work closely with our development team, acting as a liaison with the client to resolve bugs and implement technical solutions.
- **Client communication.** You will maintain proactive communication, building trust with clients by understanding their business needs and helping them meet their goals. You will advise on best practices and product usage strategies to improve performance.
- **Account management.** You will identify upsell or cross-sell opportunities, provide recommendations that optimize client operations, and advocate for custom technical or reporting solutions through our professional services channel.
- **Reporting and insights.**You will prepare data-driven reports that highlight areas for improvement, flag emerging issues, and help clients make strategic decisions. Your insights will contribute to both client success and company growth.
- **Customer retention.**You will continuously refine onboarding and support procedures to deliver an exceptional experience. With Tekambi’s month-to-month contracts, maintaining trust and delivering value is essential, and our churn rate is exceptionally low as a result.

**Here’s what you bring**
- **The experience.** You have customer-facing experience, ideally in a SaaS, fintech, or B2B environment. You are curious, coachable, and eager to grow into a more technical role. You have manag