About the Company

Our client is a financial technology firm, providing SAAS solutions to institutional investors. Their first product offering (since 2018) is an industry-leading CLO (collateralized loan obligation) analytics platform used by numerous firms to help with their investment analysis of CLOs bonds. Their second product offering (since 2022) is a trade and portfolio management platform for all asset classes.

Customer Success Representative

This role requires candidates to familiarize themselves with our client's software platforms and provide clients and prospects with the information they need to effectively use our client's software platforms. Successful candidates will need excellent communication skills, be detail-oriented, quickly grasp new financial concepts, and demonstrate exceptional organizational and multi-tasking abilities.

What We Offer

• A dynamic role at the intersection of relationship management, product expertise, client education and leadership development.
• A collaborative environment where your contributions will support the commercial success of client's solutions.

We’ll Count On You To

• Develop a strategic and tactical plan to drive retention and growth within a dedicated book of business.
• Work with urgency to meet and exceed monthly and quarterly KPIs

Onboarding

Work throughout the customer lifecycle to:

• Plan and assess approach to onboarding and engagement model.
• Book first engagement, ensuring that you start to build trust and confidence with customer by nurturing a relationship, understanding value expectations and customer’s use case. Ask relevant discovery questions
• Engage customer with appropriate level of support to drive adoption and engagement best suited to their personal use case
• Follow up and ensure you can penetrate within the wider firm and understand the customer's organization and objectives
• Ensure customers derive maximum value form their use case, utilizing all licenses

Activation

• Prepare a detailed success plan for your territory taking into consideration, at a very minimum, usage, engagement and renewal data . You should be able to clearly define business outcomes and articulate risks
• Monitor adoption and usage and other account health factors developing a regular cadence of data delivery to drive your decision making and prioritization
• Deepen understanding of the customers, their organization, their workflow and their use cases
• Regularly meet with Account Managers to align on account priorities and engagement plans
• Strategically match analysts with customers based on the best fit for the customer's needs and the analyst's strengths, ensuring a more impactful interaction
• Research accounts to identify key decision makers and stakeholders