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Client Success Manager |
hace 3 meses
About fundcraft:
Join the exciting journey at fundcraft, where we're revolutionizing the fund industry by providing digital-native fund operations. Our mission is clear: to be our client's digital native partner, providing simple, transparent, and integrated fund operations empowering alternative investment managers to focus on their core business.
We empower our clients with innovative technology and unparalleled service to streamline their fund operations, ensuring efficiency, compliance, and scalability. As a product-led company, we are dedicated to continuous improvement and customer satisfaction.
We are seeking a highly skilled and motivated Client Success Manager to join our Product Delivery team.
About the role:
The Client Success Manager will play a critical role in building and maintaining robust, long-term relationships with a portfolio of clients and ensuring the smooth delivery of our product. This role involves acting as the primary point of contact for all assigned client needs and inquiries, helping clients fully utilize the fundcraft platform and managing all their requests efficiently.
The Client Success Manager will act as a project manager, coordinating client requests and distributing them to the relevant expert units such as Transfer Agency (TA), Accounting, Payment, Corporate Secretary, Compliance, Marketing & Distribution, Portfolio Management, and Risk & Valuation.
In addition to sustaining client relationships, the Client Success Manager will also be responsible for the successful onboarding of new clients, including performing platform training, coordinating the migration process, and serving as their primary point of contact for all needs and inquiries. The ideal candidate will have a good understanding of financial services, exceptional communication and project management skills, and a passion for client success.
This is a position based in Spain and reporting directly to the Head of Operations (L4).
Key Responsibilities:
Lead the product onboarding process for new clients, ensuring a smooth transition from sales to product delivery.
Conduct comprehensive onboarding sessions, including platform training and best practices.
Collaborate with internal teams (e.g., Product Delivery, Product Development, Engineering, Help Desk & Support) to ensure all client requirements are met.
Act as a project manager for all client requests, ensuring timely and accurate distribution to relevant expert units.
Serve as the primary point of contact for assigned clients, building strong, lasting relationships, and communicating regularly with clients to understand their needs, goals, and challenges.
Track the progress of client requests and provide regular updates to clients, conducting regular check-ins to assess client satisfaction and identifying growth opportunities.
Ensure all client deliverables are met within agreed timelines and to the highest standards of quality.
Maintain and update calendar of client deliverables.
Maintain a deep understanding of our digital fund operations platform and its capabilities.
Identify best practices and cooperate with product development to iterate on fundcraft's operating standards.
Keep clients informed of new platform features and updates of new product delivery practices.
Gather client feedback and provide insights, recommendations, and solutions to maximize client satisfaction and platform utilization.
Act as a trusted point of contact to clients, ensuring they derive the maximum value from our products.
Monitor client health metrics and address any issues or concerns promptly.
Work closely with sales, marketing, product, and support teams to ensure a cohesive client experience.
Assist in the development of client success materials, such as guides, FAQs, and training resources.
Skills & Behaviors:
Demonstrate flexibility and adaptability in collaborating with stakeholders, embracing change, and navigating evolving project requirements.
Be a strong team player who actively listens to colleagues, supports their ideas, and fosters a collaborative environment focused on achieving collective goals.
Take ownership of tasks and projects with a 'Getting-Things-Done' mindset.
Provide fast, open, and constructive feedback, acknowledging mistakes, learning from them, and asking for help when needed.
Drive results by executing tasks and complex projects, making decisions based on valid arguments.
Must-Have Experience / Qualifications:
Degree in Business, Finance, or Law or equivalent by experience.
3-5 years experience in a similar position.
Strong project management skills.
Excellent communication and leadership abilities.
Ability to work collaboratively in a fast-paced environment.
Digital-first mindset.
Ability to handle complex deliverables across a number of stakeholders.
Fluent in English (spoken and written); French, German, or Spanish is a plus.
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