Client Success Manager

Sonata One is a rapidly scaling, regulated fund services and technology (fintech) business. We're The Private Funds Clearinghouse, connecting more than 53,000 investors with 6,500 funds and 180 fund managers around the globe. Our vision is to change the paradigm of private markets investing through harmonising the end-to-end investment process within one platform. Investors benefit from a seamless, one & done experience across the fund lifecycle (from fund selection and subscription through to settlement and reporting) underpinned by a globally compliant KYC passport and 24/7 support. Fund managers can raise capital faster at a lower cost from a wider pool of pre-approved investors. Founded in 2015, Sonata One has a presence in eight locations worldwide including the US, UK and Luxembourg, Guernsey, South Africa and Mauritius.

We operate as #OneGlobalThread in line with our values: We
challenge
the norm, we
change
the way we think and work, by
connecting
systems and people, while
committing
to our vision and each other. We are now looking to recruit an experienced Client Success Manager to join our global team.

Position Overview:

The Client Success Manager is responsible for owning the end-to-end client experience. This is primarily focused on client onboarding but also includes ensuring our clients follow a structured process throughout their relationship with Sonata One. You will be working as part of the Client Success team, reporting to the Head of CRM. Client Success is responsible for handling operational escalations, working with our operations and technology leads to ensure we're delivering on client expectations, and project managing any ongoing client work. We aim to give our clients a white-glove customer experience, and this needs to be standardised for all clients globally. The Client Success team was introduced in September 2023, and it is pivotal as we evolve processes in line with our growth. The Client Success Manager will have previous leadership experience within Client Success, project management, and onboarding. The role is heavily customer-facing and involves a high degree of stakeholder management.

Responsibilities:

People

• Own and scale the client success process with some of our top-tier clients across Europe and the US.
• Confidently manage major global clients through the implementation process, educating stakeholders on process alignment, best practices, and integration.
• Actively encourage a culture of continuous improvement through new ideas.

Process

• Develop the client implementation journey, standardising the approach for all clients.
• Work with and evolve our existing Client Success team to support client growth across the US and Europe.
• Work closely with the Head of CRM to manage stakeholders and educate clients on best practices
• Demonstrate knowledge of Private funds and their structures in order to gain credibility with clients and understand processes across KYC, Subscription and Tax.
• Support the Head of Operations, other team leads, and senior members of the business as required.
• Identify areas for continuous process improvements

System

• Maximize the use of technology in all processes to control risk and improve efficiency.
• Understand the system design and suggest technology improvements in pursuit of efficiency.
• Own process changes and development to maximise visibility for clients, and reporting purposes.

Management

• Manage a defined set of clients, within the parameters of the client success team framework.
• Show effective client and stakeholder management
• Adhere to regular reporting of performance using pre-defined indicators
• Hit internal KPIs and report performance to the Head of CRM

Qualifications:

• Project management and stakeholder management experience would be beneficial
• Client Success or Client Management experience is essential
• Fluent spoken and written English
• Presence and confidence
• Methodical with an organized and self-starting approach to work
• Good working knowledge of Excel and be technology driven
• Experience dealing with clients and stakeholders

Nice to have:

• Project Management, ITIL and KYC qualifications are preferred but not essential
• Continuously improve systems and processes that are understood by all staff
• Deliver clear customer implementation timelines and consistent experiences

About you:
We are one, global team who live by our culture and demonstrate Sonata One's values in everything we do. We hire people who:

• Work efficiently and accurately within defined processes
• Proactively suggest process & system improvements to maximize efficiency
• Take initiative and are approachable to all staff
• Are an excellent communicator, self-starting & capable of work with light supervision
• Are competent & knowledgeable team members who understand both system and process
• Maintain strong relationships with management, ensuring discretion is adhered to at all times

Being part of Sonata One provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We're not a big corporate. Everyone has an important role to fulfil, and your contribution will be an integral part of our success story.

Benefits:

• Life Insurance – Peace of mind for you and your loved ones
• Income Protection – Financial support when you need it most
• Hybrid Working – Supporting work/Life Balance
• Annual Leave – With extra days that grow the longer you're with us
• Pension Scheme – Employee matched helping you plan confidently for the future
• Employee Assistance Program – Confidential, 24/7 support for life's ups and downs
• Enhanced Maternity, Paternity & Adoption Leave – Because family matters
• Career Training & Development – Ongoing learning opportunities to help you grow
• Paid Volunteering Day – Take time to give back to causes you care about
• Cycle to work Scheme – Employees can benefit from significant tax savings on bicycles and cycling equipment