Director, Customer Success - Capital Markets * Completed *

Overview

Our client designs and delivers a cloud-based platform for companies in private capital markets. Substantial growth necessitates the need for an experienced Director, Customer Success.

To be considered you will be experienced in capital markets, Agile methods, project management, and comfortable and experienced working directly with enterprise level clients. You possess a consultative style to uncovering your customer’s business challenges. Your goal is to become a trusted advisor to your current and future clients. You will work with your customers to ensure they extract the most value possible from your solution.

This is a hands-on player/coach role and you will be leading a remote team of CS staff.

Responsibilities:

Build strong, lasting relationships with your clients
Manage onboarding of new customers and grow existing ones

Be the voice of the customer
Ensure customer satisfaction and long-term loyalty while managing their expectations
Solicit and take action on customer feedback
Take ownership of technical issues, respond in a timely manner, and work with cross-functional teams to document resolutions
Identify opportunities to improve current processes, tools, reporting, and documentation
Become an expert in the industry, domain, and ecosystem

Qualifications:

At least four experience in Customer Success, Account Management, Business Development, type roles

Experience in FinTech, capital markets, alternative investments, private placements, securities regulations, etc.
Previous experience managing a team

Deep customer and user empathy

A successful track record meeting and exceeding client retention and satisfaction KPI’s
Exceptional project management and organizational skills
Experience in Agile project management and methods
Experience working with cross-functional, remote, international teams
Strong written, visual, and verbal communication skills

Other: