ABOUT VIRPACK

CAREERS

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Customer Support Representative

Job Description

VirPack is a leading provider of virtual document management, workflow, and eDelivery solutions for the mortgage industry and has been in business for more than 20 years.

Our platform helps lenders improve efficiency, reduce costs by virtually managing loan documents, facilitate automated workflows, and automated full document indexing and data extraction through OCR. These functions significantly increase productivity and modernize business operations.

The Customer Support Representative is responsible for providing front line support and product knowledge to customers’ support liaisons via phone, email, and remote access.

We are looking for an energetic, self-motivated, detail-oriented individual to work with our end users, customer success team, development team and other departments to provide professional, high quality support through timely responses and resolutions.

Duties and Responsibilities

Key Role Functions:

  1. Own and drive resolution of customer requests for technical and non-technical questions
  2. Work with sales and implementation teams to assist in activities that include but are not limited to: best practices for setting up the application for new customers to meet their business needs, solving queries, directing them to relevant Knowledge Base articles and educating them to help themselves
  3. Participate in ongoing product training to improve the quality of support
  4. Proactively identify opportunities for process, product, and customer satisfaction improvements and improving our internal implementation processes
  5. Assist in the creation and maintaining of quality customer-facing documentation and self-help resources
  6. Actively seek ways to improve the customer experience

You will be evaluated on your ability to:

  1. Identify, define, and resolve customer pain points through direct support and/or by working with internal teams to develop solutions
  2. Understand customer business needs and use cases to drive product improvements on their behalf
  3. Interact with customers and determine knowledge gaps within the VirPack Knowledge Base
  4. Quickly and effectively resolve customer inquiries
  5. Proactively identify and resolve potential problems before they arise

A successful candidate will know how to:

  1. Troubleshoot and resolve complex product issues, working across teams to drive quick resolutions
  2. Keep customers fully updated while effectively managing expectations, and ensuring an exceptional customer experience
  3. Act as a facilitator and assist with the communication between customer and internal teams when escalating issues

 

Requirements

Education:

  • Bachelor’s degree or commensurate experience

Experience

  • 2+ years of SaaS customer support experience, preferably with mortgage technology
  • Providing remote support
  • Troubleshooting web and desktop based software 
  • Proficient in Microsoft Office, Google Docs / Sheets / Slides and support ticket systems such as Zendesk
  • Microsoft SQL

Qualities

  • Strong communication and problem-solving skills
  • Ability to work well under pressure and prioritize to meet deadlines
  • Ability to communicate technical concepts to non-technical users
  • Ability to work directly with end-user customers in a professional, timely, and courteous manner

Benefits

  • $45,000 to $65,000
  • Generous Paid Time Off
  • 401K
  • Company pays for 100% of Comprehensive Health, Vision, and Dental Insurance

Location

  • This position is full-time remote. Some travel to headquarters will be required post-COVID-19.

VirPack is an equal opportunity employer that is committed to diversity, equity and inclusion in the workplace. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, veteran, or disability status.

Director of Product Management

Job Description

VirPack is a leading provider of virtual document management, workflow, and eDelivery solutions for the mortgage industry for more than 20 years. Our platform helps lenders improve efficiency and reduce costs by virtually managing loan documents and facilitating automated workflows and file indexing with full text OCR to significantly increase productivity and modernize business operations.

The Director of Product Management is responsible for the vision, direction, and adoption of VirPack’s products. The Director of Product Management will work with Development, Sales, and Customer Success teams to understand the needs of customers, prospects, and the existing product to enhance and maintain VirPack products in a manner that aligns with VirPack’s corporate direction.

A successful Director of Product Management will possess a blend of business acumen, technical insight, and long term planning and strategy in order to bring the product vision to reality. The Director of Product Management will be versed in understanding customer and market needs with a keen ability to ascertain the currently unspoken need of market segments.

Leveraging an understanding of the mortgage industry as a foundation, the Director of Product Management is responsible for understanding the competitive landscape as well as current mortgage industry trends to develop product plans that lead to successful customer acquisition and increased market presence.

As the product champion, the Director of Product Management must be able to understand and communicate customer and prospect needs and wants to the VirPack organization. Through a collaborative and iterative agile design process, the Director of Product Management is expected to manage the product design process, hand off to development and QA, and subsequent delivery to VirPack’s customers.

Duties and Responsibilities

Innovator

  • Work with sales, customer success, and development to evaluate and prioritize opportunities and develop strategy.
  • Prepare, maintain, and communicate the product roadmap, defining product enhancements for short and long-term releases based on business opportunities and market research.
  • Managing the product line life cycle from strategic planning to tactical activities.
  • Specifying market requirements for current and future products by conducting market research using multiple channels supported by on-going calls and visits to customers and prospects.
  • Create feature descriptions and user stories to provide guidance to Business Analysts and contribute and approve the product-related Business Requirements Documents.
  • Monitor and analyze new technologies and inform the company of their potential applications to our business.

Brand Ambassador

  • Become subject matter expert in product’s markets and provide vision and leadership to technology R&D efforts.
  • Help develop and deploy key market messages, documentation, and product collateral for various teams. (Including Release Notes, demonstrations, and customer webcasts.)
  • Develop and deliver concise and meaningful presentations for internal and external audiences, including education and training of sales, training, customer success, and marketing.
  • Act as a product champion within the company.

Leadership

  • Managing the business analyst team and product solutions team to ensure individual and departmental growth.
  • Define new processes and standards for business analysts focused on providing quality requirements development and QA.
  • Responsible for product launch and release plans. Coordinates internal and external product launches working with sales, customer success, vendors, training, and marketing.

 

Requirements

Education:

  • Bachelor’s degree or commensurate experience
  • Product management certification is a plus.

Experience

  • Combined 10-15 years of experience in Product Management, mortgage lending, or mortgage technology.
  • Demonstrated success defining, launching, and maintaining core products
  • Basic knowledge of SaaS product delivery and agile development processes

Qualities

  • Exemplary communication skills
  • Ability to work well under pressure and prioritize to meet deadlines
  • Keen ability to pivot priorities and goals for each day
  • Ability to communicate ideas, needs, and goals across teams with diplomacy, tact, and respect
  • Ability to openly accept and respond to difficult conversations that involve resistance and criticism
  • Positive team player attitude is a requirement

Benefits

  • Competitive Salary
  • Generous Paid Time Off
  • 401K
  • Comprehensive Health, Vision, and Dental Insurance

Location

  • This position is located in Blacksburg, VA with consideration for full-time remote candidates.

VirPack is an equal opportunity employer that is committed to diversity, equity and inclusion in the workplace. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, veteran, or disability status.

Sales Executive

Job Description

VirPack is a leading provider of virtual document management, workflow, and eDelivery solutions for the mortgage industry and has been in business for more than 20 years.

Our platform helps lenders improve efficiency, reduce costs by virtually managing loan documents, facilitate automated workflows, and index files with full text OCR. These functions significantly increase productivity and modernize business operations.

The successful Sales Executive will be self-driven, motivated, and is responsible for increasing our customer base. They will work with the Director of Product Management, the Customer Success Team, and an outsourced business development company to engage prospects.

The key function he/she/they must perform will be generating prospects and closing sales that align with VirPack’s corporate direction.

The Sales Executive is responsible for understanding the competitive landscape for the mortgage technology industry as well as current mortgage industry trends and topics to cultivate and nurture leads.

Position Duties and Responsibilities

Key Role Functions:

  1. Uphold and Improve Existing Methodology
  2. Communicate and Cooperate with Marketing Efforts
  3. Support Outsourced Business Development Company
  4. Present to and Educate the Prospect
  5. Communicate Effectively with the Team
  6. Co-demonstrate the Product with Sales Engineer

You will be evaluated on your ability to:

  1. Identify most important sales KPIs
  2. Achieve monthly or annual targets
  3. Identify buyer persona profiles
  4. Establish new business
  5. Discover new prospects through traditional marketing techniques, cold calling, digital marketing, networking, and social media
  6. Pursue qualified database leads
  7. Prepare and deliver sales presentations and pitches

A successful candidate will know how to:

  1. Explain how our solutions align with prospect pain points
  2. Maintain a prospect list and manage the sales funnel
  3. Maintain accurate records and prepare reports by collecting, analyzing, and summarizing information
  4. Manage CRM software
  5. Negotiate contracts and packages
  6. Maintain relationships with current customers and recommend new opportunities

 

Requirements

Education:

  • Bachelor’s degree or commensurate experience

Experience

  • 10-15 years of sales experience
  • 5 years of industry sales experience
  • Substantial portfolio of successful sales deals
  • Thorough understanding of marketing and negotiating techniques
  • Proficient in Microsoft Office, Google Docs / Sheets /Slides and customer relationship tools such as Salesforce

Qualities

  • Exemplary communication skills
  • Ability to work well under pressure and prioritize to meet deadlines
  • Ability to communicate ideas, needs, and goals across teams with diplomacy, tact, and respect
  • Ability to work independently as well as a positive team player
  • Fast learner and passion for sales

Benefits

  • Competitive Salary
  • Commission
  • Generous Paid Time Off
  • 401K
  • Premiums Paid by Company for Comprehensive Health, Vision, and Dental Insurance

Location

  • This position is full-time remote. Some travel to conferences will be required post-COVID-19.

VirPack is an equal opportunity employer that is committed to diversity, equity and inclusion in the workplace. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, veteran, or disability status.

Relationship Manager

Job Description

VirPack is a leading provider of virtual document management, workflow, and eDelivery solutions for the mortgage industry and has been in business for more than 20 years.

Our platform helps lenders improve efficiency, reduce costs by virtually managing loan documents, facilitate automated workflows, and automated full document indexing and data extraction through OCR. These functions significantly increase productivity and modernize business operations.

The successful Relationship Manager will be self-driven, motivated, and is responsible for establishing and nurturing relationships with customers and vendors. They will work with the Sales Executive and the Customer Success Team to manage customer and vendor relationships and ensure timely and successful delivery of solutions.

The critical function he/she/they must perform will be establishing, maintaining, and improving relationships with VirPack’s customers and vendors in alignment with VirPack’s corporate direction and excellent customer service. Ideally, farming the established roles to expand VirPack’s footprint within the organizations,

The Relationship Manager is responsible for understanding VirPack’s product offerings as well as current mortgage industry trends and topics to nurture relationships.

Position Duties and Responsibilities

Relationship Management:

  1. Foster meaningful relationships with customers and vendors
  2. Communicate regularly with customers and vendors
  3. Gather pertinent information to help mitigate problems and provide additional insights to internal teams for growth opportunities
  4. Reinforce product knowledge with customers and vendors

Relationship Growth:

  1. Discover and support vendor relationships, API integration/partner opportunities, and increase revenue
  2. Facilitate “farming” opportunities for Professional Services engagements for engaged customers

Team Work:

  1. Listen to customers and provide complete and contextual information to the Customer Success Leads, Product and Development Teams, and Marketing.
  2. Correctly identify pain points and recommend solutions or transition to additional internal teams to support
  3. Communicate ideas, needs, and goals across teams with diplomacy, tact, and respect

You will be evaluated on your ability to:

  1. Identify and elicit the most important relationship KPIs
  2. Maintain ongoing and active communication with customers and vendors
  3. Escalate issues to the proper department with relevant context and content
  4. Listen to customers and share information effectively for the Product Team to make good decisions and the Development team to make proper fixes

A successful candidate will know how to:

  1. Build sustaining relationships and partnerships
  2. Explain how VirPack’s solutions provide value and align with customer pain points
  3. Listen actively and read between the lines when interacting with account representatives
  4. Maintain accurate records and prepare reports by collecting, analyzing, and summarizing information
  5. Influence stakeholders credibly and effectively at all levels of an organization
  6. Manage CRM software
  7. Maintain relationships with current customers and recommend new opportunities

 

Requirements

Education:

  • Bachelor’s degree or commensurate experience

Experience

  • 5-10 years of account management experience
  • 5 years of mortgage or software as a service industry experience
  • Proficient in Microsoft Office, Google Docs / Sheets / Slides and customer relationship tools such as Salesforce and Constant Contact

Qualities

  • Strong communication and problem-solving skills
  • Ability to work well under pressure and prioritize to meet deadlines
  • Builds relationships with integrity and reliability
  • Keen attention to detail and project management
  • Strong interview skills

Benefits

  • Competitive Salary
  • Generous Paid Time Off
  • 401K
  • Company pays for 100% of Comprehensive Health, Vision, and Dental Insurance

Location

  • This position is full-time remote. Some travel to headquarters will be required post-COVID-19.

VirPack is an equal opportunity employer that is committed to diversity, equity, and inclusion in the workplace. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, veteran, or disability status.