Senior Account Manager/Customer Success Manager

Job Description

Account management Serve as the point of contact for all customer account management matters Build and maintain strong, long-lasting customer relationships and develop trusted advisor relationships with users Proactively check-in with users to understanduser needs, usage profiles and provide advice on optimal platform usage, ensuring users are realizing full product value Prepare reports on account status At lower scale usage, serve as first-line support (particularly during deployment phase) for user queriesand delegate/escalate issues to other support staff, software product owner or vendor as appropriate Support customer support and success activities for assigned accounts, e.g. ensure seamless onboarding and resolution of customer requests 40% CEPRES and DealEdgesubject matter expert Act as point of contact for requests related to DealEdge Support integration of client-ready DealEdge output into pre-diligence processes and diligence casework, as well as custom analysis; working alongside dealedge Specialist, augmentingcapacity to serve this work as needed 40% Support for marketing, sales, and onboarding activities Own creation, curation and ongoing management of software demo and training materials, including structure, delivery methodology, materials and other collateral(e.g. videos) Coordinate creation of marketing materials, e.g. marketing videos and collateral for internal/external marketing Selectively supports sales team in providing demos to potential customers 10% Product operations and improvement Proactively collect,aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap Work closely with product team to triage/support enhancements requested by users, advocating for clients within the productteam and managing client expectations/communication Monitor financial and usage profile of software Coordinate and perform user-acceptance testing for new releases and updates Work with Product Manager to design and implement new services As we scale, assistin the development of tooling, processes and documentation to improve support services 10%100%QualificationsEducation Degree level and area of specialization needed for the performance of this roles Essential Functions Required BA/MSc or equivalent undergraduatedegree Preferred Degree in finance, economics, business administration, or software-related subject (e.g. Computer Science, Information Technology) Experience Typical number of years/type of experience Include the required number of years of overall experienceas well as years of experience in a particular function (if applicable). Required 5-7 years working in software customer success or technology or finance consulting At least ~2 years in customer/client advisory role Experience in Private Equity, Finance, orsimilar industry Preferred Experience in consulting industry Knowledge, Skills, and Abilities Include specialized background and key competencies needed to perform the role. Required Ability to quickly pick up and apply complex topics Strong abilities in problemdefinition and problem solving Excellent oral, written, and PowerPoint communication skills Proven ability to work effectively in diverse and distributed teams Ability to work well with all levels within the company and client Ability to lead interactionswith senior stakeholders Facility to discuss technical issues with a non-technical audience Comfort working independently and/or remotely from supervisors in a fast-paced environment Willingness to travel to client and team locations