Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.
The health and safety of our team is our top priority. As such, all employees working in the U.S. whose positions involve in-person interaction with other employees or third parties are required to be fully vaccinated for COVID-19. More details will be shared during the recruiting process.
Whether this is an in office or remote first role, the position will require proof of vaccination unless Blend grants you an exemption.
Blend is looking for a seasoned leader to establish a Customer Delivery function that includes Customer Support, Professional Services, Customer and Product Enablement, and System Integrator partnerships.
Blend grew from start-up to IPO by focusing on the mortgage application. We’ve since expanded to an integrated platform of products that surround the consumer lending journey. As we enter our next evolution, we’re changing the game again with configurable low-code tools that allow customers to use our proven banking technology in flexible ways and stand up any new customer experience on-the-fly.
We need a Customer Delivery leader to oversee a world class delivery team that works with the most complex financial institutions in the industry. The leader will ensure customers can quickly maximize adoption through the mix of our Professional Services, Support, and Enablement teams. This will be particularly critical as we adopt our new low-code platform that will allow ongoing customization of an implementation, requiring evergreen professional services engagements with customers and more complex support interactions. They will also oversee the development of System Integrator partnerships that can both add scale to our implementation motion and feedback into our sales capabilities. This leader will work cross-functionally with our Product, Engineering, Marketing, Growth, and Finance teams and be a key internal voice on both market and product strategy.
The existing organization this leader will oversee consists of ~ 100 team members covering our Professional Services, Support, and Enablement groups. The Group Manager of Deployments, Group Manager of Support, Manager of Enablement, and Manager of SI Partnerships will all report into this role.
Blend does not use titles like VP or SVP, but this role is equivalent to an SVP in the Saas industry. It is a very senior position and reports to Blend’s Chief Revenue Officer, who also owns the Marketing, Growth, and Revenue Operations teams.
How you will contribute:
- Lead the cohesive strategy for how to implement and support our customers both immediately post-signature and long-term (especially as we adopt a more customizable platform with continual changes and iterations required by a customer)
- Oversee the expansion of offshore teams to complement existing US-based capacity
- Drive proactive product enablement for our customers and internal stakeholders that maximize adoption, increase quality, and reduce demands on support teams
- Collaborate with our PMM (Product Marketing) teams to design revenue-generating support offerings (e.g., Premier) suitable for our evolving product suite
- Continually drive operational improvements across our teams to both increase the quality of service we deliver to our customers and efficiently manage the cost
- Represent the Voice of the Customer in internal strategy decisions
- Create a culture inspires the team to deliver incredible results for the customer
- Creating KPIs that accurately measure the state of the business
Who you are:
- 15 - 20 years in SaaS with senior leadership roles in a Professional Services, Support, Customer Success, or Customer Experience function
- Understanding of the Lending / Banking industry and its regulations
- Experience building and running offshore teams that serve the US market
- Proven capability to coach and lead teams to both drive retention and growth
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 $126,000 and $144,000. 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.
Benefits and Perks:
- 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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