Customer Success Associate

1 month ago

London, Greater London, United Kingdom ComplyAdvantage Full time
About the Role

We are seeking a highly skilled Associate Customer Success Manager to join our team at ComplyAdvantage. As a key member of our customer success team, you will be responsible for nurturing relationships with our customers, providing proactive support, and driving cross-sell and upsell opportunities.

Key Responsibilities
  • Manage a portfolio of customers, from onboarding to training to adoption and beyond
  • Be the dedicated contact and own the overall relationship with your clients
  • Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
  • Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
  • Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
  • Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team
  • Play a primary role in shaping the product roadmap based on customer feedback
  • Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
  • Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
  • Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers
About You

We are looking for a highly motivated and customer-focused individual who is passionate about delivering exceptional customer experiences. You will have a good understanding of technology, with familiarity of concepts such as APIs and cloud solutions. You will be a proactive self-starter that is self-directed and able to solve problems and execute independently.

You will have strong process management skills, able to manage a varied workload with multiple deadlines. You will possess strong relationship management skills and the ability to coordinate across teams and build consensus.

What We Offer
  • Equity participation in our innovative mission to combat financial crime
  • Unlimited Time Off Policy to promote work-life balance and well-being
  • We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
  • Opportunities for collaboration and career development with smart, like-minded professionals
  • Annual learning budget to support professional growth
  • A home office budget to support working from home
  • Enhanced parental leave and childcare benefits
  • Life insurance and medical coverage through BUPA, including pre-existing conditions
  • Pension contribution through The People's Pension

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