Client Success Senior Associate
hace 4 semanas
The Client Success Senior Associate will play a crucial role in supporting and executing the seamless delivery of our product to a diverse portfolio of clients.
Reporting to the Client Success Manager, this role involves coordinating client requests, assisting with the onboarding process, and ensuring that our clients fully leverage the fundcraft platform to meet their operational needs.
The Senior Associate will work closely with internal teams to manage and track client deliverables, provide timely updates, and ensure the highest levels of client satisfaction.
This is a position based in Spain and reporting directly to the Client Success Manager.
Key Responsibilities- Assist in the product onboarding process for new clients, ensuring a smooth transition from sales to product delivery.
- Support the Client Success Manager in conducting 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 efficiently.
- Coordinate and track client requests, ensuring timely distribution to relevant expert units such as Transfer Agency (TA), Accounting, Payment, Corporate Secretary, Compliance, Marketing & Distribution, Portfolio Management, and Risk & Valuation.
- Serve as a secondary point of contact for assigned clients, building strong, lasting relationships, and communicating regularly to understand their needs, goals, and challenges.
- Monitor the progress of client requests and provide regular updates to clients, conducting regular check-ins to assess satisfaction and identify growth opportunities.
- Ensure all client deliverables are met within agreed timelines and to the highest standards of quality, adhering to the defined co-operating memorandum agreed upon during the onboarding phase.
- Maintain and update the calendar of client deliverables and ensure accurate record-keeping of client interactions.
- Develop a deep understanding of our digital fund operations platform and its capabilities, providing guidance and insights to clients as needed.
- Assist in gathering client feedback and working with the product development team to drive continuous improvement and maximize client satisfaction and platform utilization.
- Support the creation and maintenance of client success materials, such as guides, FAQs, and training resources.
- Help monitor client health metrics and proactively address any issues or concerns.
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