About Plat.ai
Plat.ai builds an AI-driven loan origination platform that powers home-improvement financing for banks and specialty lenders. Our team blends deep lending knowledge with modern cloud engineering to deliver fast credit decisions, clear analytics, and a secure borrower experience.
Role Summary
You will be the daily voice of Plat.ai for each LOS client. From the first support ticket to post-release feedback, you will own client satisfaction, keep requests clear, and guide user-acceptance testing so the product team can ship the right features on time.
Key Responsibilities
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Relationship & Communication:
- Serve as the single point of contact through Slack, email, and scheduled calls.
- Provide concise status updates and escalate blockers within one business day.
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Request Intake & Ticket Creation:
- Log every new client request in the SUP Service Desk.
- Tag urgency and business value, then clone or link the ticket to the LOS project when development is needed.
- Confirm each request has business context and draft acceptance criteria before handing it to the Product Manager.
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UAT Coordination:
- Plan and run user-acceptance test cycles.
- Prepare demo environments and test data, walk clients through scripts, collect sign-off, and record issues for triage.
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Release & Feedback Loop:
- Draft client-specific release notes and a short demo video each sprint.
- Gather feedback and channel it back to the Product Manager.
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Configuration & Documentation:
- Keep client rate sheets, email templates, contact lists, and status dashboards current in Confluence.
Ownership & Boundaries
You own client satisfaction, UAT readiness, and the clarity of inbound requests. Roadmap prioritization, ticket grooming, and technical specifications remain with the Product Manager and Solution Engineer.
Qualifications
- 3+ years in Client Success, Account Management, or Implementation for a SaaS or FinTech product.
- Familiarity with lending workflows, banking compliance, or loan origination systems.
- Experience with Jira (or similar ticketing tools) and Confluence.
- Clear written and spoken English; able to explain technical topics to non-technical users.
- Strong organization skills and a follow-through mindset.
- Comfort working across time zones and juggling multiple clients.
Nice-to-Have
- Background in home-improvement financing or consumer lending.
- Basic SQL or data-query skills for ad-hoc troubleshooting.
- Experience recording quick demo videos (Loom or similar).
Compensation and Benefits
- Competitive salary and performance bonus
- Medical, dental, and vision coverage
- 401(k) with company match
- Paid time off plus holidays
- Quarterly learning stipend
- Monthly gym membership support
- Modern office in central Glendale, stocked kitchen, and regular team lunches
- Additional perks as we keep expanding our benefits program
