Who we are: Dasseti is a leading financial software platform that helps institutional investors, investment consultants and investment managers globally meet the rigorous demands for data collection, analysis, exchange, reporting and compliance at every stage of the investment lifecycle.
About the Role: To further our commitment to providing exceptional experience for our customers, we are looking to add a Customer Success Manager (CSM) located near or in London to our fast-growing Customer Success team.
The CSM role is responsible for the complete post-sales lifecycle of Dasseti client, this includes detailed customer onboarding, the setting and measuring of success criteria, issue resolution and escalation, identifying expansion opportunities and client relationship.
You will ensure clients derive maximum value from our platform, leading to overall adoption success, retention, renewal and expansion.
This role will work cross-functionally with our Sales, Product and Development teams.
You will be the client's advocate ensuring adoption, excellent experience and capturing feedback.
What you'll do: Build strong relationships with our clients to understand their needs and ensure their success with Dasseti.
Serve as the main point of contact between clients and the rest of the Dasseti team – represent the voice of the client and help influence product development roadmap.
Take ownership of new clients and manage the client onboarding process, from project planning to execution.
This includes training of clients, digitizing initial documents, and assisting with end user registrations.
Drive adoption and continuously provide education to clients on new features and the release of improvements to the software.
Be a creative thinker and proactive problem solver to support customers through their issues including identifying short-term solutions when applicable.
Monitor and manage the Support email requests.
Cross coverage of other regions may be necessary at times.
Assist Customer Support team with building training materials – online manuals and short-form videos.
Develop/maintain technical and business knowledge of industry directions and trends.
Identify areas of new opportunities at existing clients.
Requirements: 5 years of Customer Success or Support experience with a Software or Financial services company.
Superb written and verbal communication skills – preferably translating business needs into technical utilization.
Strong Microsoft Excel and Word skills with deep understanding of these tools.
Positive attitude and empathy Strong Project Management Skills.
Ability to take initiative and adapt Bachelor's degree.
Business, IT or finance knowledge is a plus