Designation: Associate Director – Customer Success
Qualification: Master’s degree (Finance), CFP or any post-graduation in Finance
Experience: Overall 10-12 Years, minimum 5-7 years of experience in SaaS, Fintech, or Wealth management background
Location: Mumbai
Responsibilities
• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use of the product or service. Sound knowledge on different types of
investment structures (custodians, banks, etc.) and the type of transactional feed coming from these. Identify how
the platform can be improved to match the feeds.
• Build long-term relationships with customers and their family office teams.
• Responsible for communication with global customers. Ensure product features/roadmap are effectively
communicated with existing customers.
• Train the trainer (client team) to onboard/reconcile historical as well as ongoing data entry to sure it matches with
investment and holding statements.
• Implement a metrics-driven approach to performance management, rewards, and recognition.
• Ensure the proper use of CRM and other internal tools for effective management.
• Coordinating periodic communication with the product team on upgrades / new features / bug fixes.
• Understanding issues / bugs on the system and ensuring these are filed and tracked for resolution on Redmine.
• Identifying possible feature upgrades and optimizations based on client interactions and personal hands-on
experience while working with client teams and soliciting feedback.
• Build the strongest, most collaborative working relationships with internal stakeholders in operations, product, and
engineering to execute and advocate on customer requirements.
• Should have ability to manage multiple customer accounts.
• Familiar with investment accounting and performance management, MS Office
• Expertise in investment management and accounting.
• Experience in managing a diverse group and training each according to company standards.
• Capable of communicating with a diverse range of individuals, across functions
• Strong Excel and Presentation skills.
• Clear & concise written and oral communication.
• Excited to travel, meet customers, and build life-long relationships