Sr. Manager, Solutions Onboarding

ABOUT MAXWELL:

Maxwell was founded in 2015 by homebuyers who were shocked by the complexity and inefficiencies of the mortgage process for borrowers and lending teams alike. Along with our 150+ teammates, we’ve created a B2B platform that has not only streamlined the process and made it more efficient -- closing loans 45%+ faster -- but has made home financing more accessible in the process. Our premise is that the mortgage industry requires a business model revolution: singular infrastructure that eliminates costs, offsets variability and risk, and increases access to more diverse capital. While this kind of essential infrastructure exists in other highly fragmented multi-trillion-dollar markets, it does not exist in mortgage. Maxwell is building that infrastructure.

Today, Maxwell facilitates as many loans as a Top 5 retail mortgage lender in the U.S., with over 5% of residential mortgages through its platform. Members of Maxwell’s leadership team bring decades of fintech, mortgage and technology automation experience from companies like PayPal, JP Morgan Chase, Goldman Sachs and others. Our team lives through our values of Rigor, Ownership, Curiosity, Kindness, and Straight Up -- to transform the mortgage process and spread financial empowerment. 

JOB SUMMARY: 

As part of the Customer Experience team, the Senior Manager, Solutions Onboarding leads our most complex implementations for new Private Label, Fulfillment and Capital clients. In this role, you will ensure that every new partner client has a world-class onboarding experience, setting them up for long-term success on our platform. The Senior Manager, Solutions Onboarding will oversee the entire implementation for multiple clients simultaneously. Working cross-functionally, both at Maxwell and at the client, you will be responsible for project success, from the kick-off to workstream management to training to driving Product enhancements that successfully deliver live loans. In this role, you will be guiding the client’s change management with them, ensuring that the implementation is delivered on time, in budget and within scope. You will manage stakeholders across internal and external partners, identify and mitigate launch risks, and ensure that customer value and ROI are achieved.  

Every member of the Customer Experience team is customer-centric, master influencers and technologically fluent. In fact, you must be deeply knowledgeable about the mortgage industry, mortgage technology and the details of the origination process from the loan application to the capital markets, enabling you to provide expert guidance about our products. You have strong business acumen, sophisticated project management and prioritization skills and the kind of welcoming, collaborative personality that gets the right people in the room to deliver. You find enjoyment in others’ success, empowering those around, especially at our clients, to find delight and value in our products.

If this sounds like something you would enjoy, apply today! We can’t wait to meet you!

WHAT YOU CAN EXPECT OF MAXWELL:

• 60% remote work optional
• Meaningful equity as an early employee at Maxwell 
• Top-tier insurance plans 
• 401K Matching
• Parking and public transport allowance to get you to the office 
• 3 weeks of vacation time plus 11 major holidays off annually 
• 2 floating holidays to celebrate anytime that is important to you
• 2 days off to volunteer each year at the charity of your choice 
• An “Even Merrier Christmas” when we slow down between Christmas and New Year so you can enjoy your family and friends 
• A powder ski day for that one day when you’ve just got to hit the slopes with no lift lines

WHAT THE ROLE WILL REQUIRE OF YOU:

Implementation Management

The Senior Manager, Solutions Onboarding is the leader for multiple, concurrent and complex implementations for our lending solutions, including Private Label, Fulfillment and Capital, which  vary in size and scope:

• Own the customer implementation process from contract execution through launch, overseeing launch execution including team assignments, meeting scheduling, and timely delivery
• Partner with Sales and Operations teams to ensure a smooth handoff and world-class onboarding experience, guiding the client through key implementation decisions
• Conduct discovery with client subject matter experts and internal stakeholders gathering knowledge of client culture and processes, reconciling gaps in current processes, and ensuring alignment for a successful launch and onboarding
• Perfect the implementation process, gathering details from contracts, Sales and other business partners to achieve target metrics including Time to Revenue and NPS
• Manage a complex stakeholder landscape, both internally and externally, providing clear and concise communication for each implementation to properly set expectations on timelines and actions
• Partner with the customer and other internal partners in Operations and Product to manage all required integrations, applicable policies, procedures, and processes.

Training & User Success

The Senior Manager, Solutions Onboarding is responsible to ensure that all client stakeholders grasp Maxwell’s solutions and understand the value they create for them and their organization. 

• Provide end user training of our platform, which may include virtual/Zoom or in-person sessions
• Ensure the customer voice is well heard and understood through effective communication with Product, Engineering and Operations teams
• Work with the customer & internal teams to manage all applicable policies, procedures, and processes, informing the product, business, and/or sales team of relevant customer feedback gained during the implementation process
• Develop and manage reporting and effective relationship transfer for the client from you to the assigned CSM or AE in order to build optimal satisfaction and enable growth in their partnership with Maxwell

Foundation-Building

The Senior Manager will work closely with the VP Customer Experience and other leaders across Maxwell to uplevel the onboarding experience and grow the team.

• Contribute to our scale building by improving our project management, identifying new opportunities for customer and user delight
• Evaluate implementation project plans to identify areas for improvement. Build or update project plans as necessary.
• Contribute to the wider Maxwell team culture and development by collaborating on team initiatives and building best practices for repeatable implementation processes
• Guide decision making, build best practices, methodologies and drive project execution milestones and targets
• Participate in hiring as we grow the implementations team

Our ideal candidate will possess strong skills such as:

• High attention to detail
• Strong G-Suite and Microsoft Office skills, Excel, Sheets, PowerPoint, etc.
• Aptitude in problem-solving
• Desire to work as a team with a results-driven approach
• Ability to complete large projects quickly and efficiently

We would love the following experience:

• 7-10 years leading technology and mortgage-related implementation projects for enterprise clients, with experience developing/managing project timelines, expectations, and deliverables across multiple concurrent, complex projects
• Demonstrated expert knowledge of capital markets (e.g. channels including wholesale, correspondent and non-delegated solutions) and mortgage origination (e.g. processing, underwriting, closing, post-closing), as well as deep mortgage technology knowledge 
• Strong oral and written communication skills, including the ability to explain technical concepts to a non-technical audience, and leading group meetings and trainings
• Prior experience working with/training on an LOS system is a plus
• Independent and quick learner with the ability to grasp new concepts and decipher consequences, moving nimbly in a fast-paced, ambiguous startup environment
• Professional, positive and nurturing attitude with all clients and internal partners
• Flexible, high-energy mentality with the excitement for taking the initiative and presenting new ideas that will benefit both the Maxwell team and our customers
• BA in Business, Communications or similar work experience (Masters/MBA preferred)

COMPENSATION:

The base salary for this role will be between $110K-$130K and will be determined based on experience and the industry standard within the Denver, CO market. 

LOCATION:

This role will be based out of our Denver, CO headquarters.  Mondays and Tuesdays are based in the office and the remainder of the week is optional for remote work.