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Client Services Manager - North America, United States

Employment Type

Full Time, Permanent

Application Start Date

22-03-2024

Application End Date

22-04-2024

Location

United States

State/County

-

Zip Code

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Country

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Work Style

Remote

Industry

Category

Position

Experience

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Education

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Description

About us 

Globacap is a rapidly growing capital markets fintech, on a mission to digitise and automate the world’s private capital markets. We deliver workflow automation software-as-a-service that brings public markets-like efficiency to private markets. From issuing securities to the ongoing administration of them, to the settlement of secondary transactions in private securities, it’s all point and click. 

 

We are launching a new private markets venue in the US in partnership with a major financial institution in 2024. 

 

Our technology is already being used by some of the largest institutions in the world, such as the Johannesburg Stock Exchange and Nomura/Instinet.   

 

The role 

We are on the hunt for an entrepreneurial, dynamic Client Success Manager to join our team. As we grow our onboarding and client success team, you will ensure our clients have the very best experience and extract every ounce of value out of our product. You will be familiar with working to achieve KPIs and will be responsible for ensuring these are met across the team. You will also collaborate across the business to develop, implement, and maintain the customer service processes. This is a great opportunity to join us in our early stages and build out an exceptional Client Success Team. 

 

Reporting directly to the VP Operations, the perfect candidate is a bright self-starter who is not afraid to roll their sleeves up and work flexibly to solve problems in a proactive manner. You are not afraid to experiment, learning fast and adapting quickly. You will be an excellent collaborator, communicator, and team player. As well as having 5 years’ experience in Client Success, you will have also had 2-3 years of experience managing a client success team in the Financial Services industry, from both customer account management and customer support perspectives 

 

What you’ll do 

  • You will be responsible for building out the US Client Success function; moving then to and day-to-day management of the team, for both proactive account management and reactive client support. This will be done with reference to the achievement of specific KPIs. 

  • Lead the effort on proactive customer relationship management, driving client feature uptake and utilisation  

  • Regularly communicate with key customers and act as point of escalation  

  • Share customer insights with the relevant teams, in particular Product Development, to develop and improve our product  

  • Gain a thorough understanding on how to: 

  • Perform demos to educate existing clients to showcase platform functionality to solve client pain points and drive product adoption 

  • Manage clients user experience from initial onboarding through to ongoing production support; including planning and coordinating cross functional efforts to keep things on track 

  • Onboard clients from scratch, so that you can step into a hands-on onboarding role should the situation require  

  • Be responsible for ensuring all Knowledge Base articles are up to date and fully reflective of current product functionality 

  • Be a champion of the Continuous Improvement mindset. You will be continually on the lookout for opportunities to streamline our processes and will flag these to the VP Operations   in real time, so they can be fixed 

  • Own the KYC process &

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