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Customer Success Manager
2 months ago
Location:
London, ParisFactSet is a leader in providing research and analytical tools to finance professionals. FactSet offers instant access to accurate financial data and analytics around the world. FactSet clients combined hundreds of industry-leading supplier databases into a powerful information system.
FactSet intends to advance our strategy to scale our data and workflow solutions and expand our private market offerings through our acquisition of Cobalt Software Inc. ("Cobalt"), a leading portfolio monitoring solution provider for the private capital industry.Cobalt GP Portfolio Monitoring is private capital's key to collecting, analyzing, and reporting on fund and portfolio company financial metrics. Private equity and venture capital funds use Cobalt's intuitive technology platform to gain critical operational efficiencies, address increasingly complex LP and management demands, and, ultimately, competitively position their firm. Cobalt tailors its portfolio monitoring, investor relations, and benchmarking analysis tools according to our clients' size and investment style to match their needs.The Cobalt Customer Success Team is looking for exceptional, highly motivated individuals to join our team as the Customer Success Manager. In this role, you will play a crucial part in ensuring client satisfaction and success by building and maintaining strong, long-term relationships with our clients.
Job
responsibilities:
Engage and maintain strong, long-term relationships with key stakeholders at our clients, serving as their primary point of contact.Understand clients' business needs and objectives, provide expert guidance and support to clients, helping them to utilize the Cobalt platform to its full potential.Monitor client usage and engagement with the platform, and proactively address any issues or concerns.Track key client success metrics, conduct regular check-ins with clients to ensure satisfaction and identify areas for improvement.Develop and implement strategies to increase client adoption and retention.Drive renewal rates and upsell conversations with clients.Drive early customer success by actively collaborating with the implementation team to review project goals and requirements, ensuring smooth transitions from the Cobalt Implementation team.Gather and analyze client feedback to identify opportunities for product enhancements and improvements.
Job requirements:Bachelor's degree in Finance, MIS, Economics, Accounting, Business Administration or similar field3+ years of Customer Success experience required (Private Equity / Private Markets or financial services sector strongly preferred)Strong analytical and problem-solving skillsStrong technical and PC skills including Microsoft Office skills, experience building and working with large data files (Pivots, V-Lookups and Excel-add in)Fluency in French is a plus for candidates in the London officeAbility to efficiently handle and prioritize multiple projects and adapt to constantly changing demandsOutstanding communication and interpersonal skills and ability to work with a wide variety of peopleWell organized and can handle multiple tasks at onceProven ability to work independently as well as to work as part of a team
At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. FactSet participates in E-Verify
FactSet is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity
