Client Services Manager, FinTech
USA, The Americas - Remote
£140,000/year - £150,000/year

Technology

Please note, this is a Head of role but will need someone who can get stuck in and support on Client onboarding and implementation, queries etc. You will also need FINRA licences.

Our Client is a rapidly growing capital markets fintech, on a mission to digitise and automate the world’s private capital markets. We deliver workflow automation software-as-a-service that brings public markets-like efficiency to private markets. From issuing securities to the ongoing administration of them, to the settlement of secondary transactions in private securities, it’s all point and click.

We are launching a new private markets venue in the US in partnership with a major financial institution in 2024.

Our technology is already being used by some of the largest institutions in the world, such as the Johannesburg Stock Exchange and Nomura/Instinet.

The Role

We are on the hunt for an entrepreneurial, dynamic Client Success Manager to join our team. As we grow our onboarding and Client success team, you will ensure our clients have the very best experience and extract every ounce of value out of our product. You will be familiar with working to achieve KPIs and will be responsible for ensuring these are met across the team. You will also collaborate across the business to develop, implement, and maintain the customer service processes. This is a great opportunity to join us in our early stages and build out an exceptional Client Success Team.

Reporting directly to the VP Operations, the perfect candidate is a bright self-starter who is not afraid to roll their sleeves up and work flexibly to solve problems in a proactive manner. You are not afraid to experiment, learning fast and adapting quickly. You will be an excellent collaborator, communicator, and team player. As well as having 5 years’ experience in Client Success, you will have also had 2-3 years of experience managing a client success team in the Financial Services industry, from both customer account management and customer support perspectives.

What You’ll do

  • You will be responsible for building out the US Client Success function; moving then to and day-to-day management of the team, for both proactive account management and reactive client support. This will be done with reference to the achievement of specific KPIs
  • Lead the effort on proactive customer relationship management, driving client feature uptake and utilisation
  • Regularly communicate with key customers and act as point of escalation
  • Share customer insights with the relevant teams, in particular Product Development, to develop and improve our product
  • Gain a thorough understanding on how to:
  1. Perform demos to educate existing clients to showcase platform functionality to solve client pain points and drive product adoption
  2. Manage clients user experience from initial onboarding through to ongoing production support; including planning and coordinating cross functional efforts to keep things on track
  3. Onboard clients from scratch, so that you can step into a hands-on onboarding role should the situation require
  4. Be responsible for ensuring all Knowledge Base articles are up to date and fully reflective of current product functionality
  5. Be a champion of the Continuous Improvement mindset. You will be continually on the lookout for opportunities to streamline our processes and will flag these to the VP Operations in real time, so they can be fixed
  6. Own the KYC process – oversee Customer Due Diligence activities on new platform sign ups, identifying high-risk applications and escalating to the AML Compliance Officer where necessary; optimise the process flow regarding use of our external provider
  7. Turn data into a meaningful output using Excel

You

Fundamentally, you will have great positive energy and bags of initiative, rise to challenges with a can-do attitude. You will have experience working in a fast-paced environment and you are hungry to learn new technologies. You enjoy engaging with, teaching, and solving problems for people.

  • Substantial experience in customer success roles with a minimum of 2-3 years’ experience managing teams and good examples of team successes
  • Active FINRA Series 7 and 63 Licenses
  • KPI driven mindset – you will be used to working to and achieving targets and will know how to drive this mindset amongst the team
  • Ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive
  • Strong client-facing experience managing accounts, both proactive account management and reactive support
  • Excellent communication skills and interpersonal skills to build relationships with clients and stakeholders
  • Ability to explain technical concepts to non-technical people
  • Exceptional attention to detail - excellent organisation and time-management skills
  • Minimum intermediate level excel skills and ability to deal with high volumes of data
  • Ability to detect, analyse, evaluate and mitigate financial crime risks associated with onboarding
  • Strong team spirit
  • Experience of Know Your Customer (KYC) due diligence in a financial institution, with regulatory requirements (including money laundering regulation) knowledge would be a bonus
  • Previous experience of working in a start-up environment would be beneficial
  • Experience using tools such as Zendesk, Confluence and Salesforce is preferred
  • Preferred location US East Coast

What we offer

  • Leadership role in a scaling fintech that’s going global, and already has the backing of significant and respected capital markets institutions
  • Competitive salary and share options in a rapidly growing fintech that is starting to scale
  • Flexible and remote working
  • Unlimited paid time off

 

 

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