Client Success Specialist

1 week ago

San Francisco, California, United States Flow MD Full time
About Flow MD

Flow MD is a leading provider of innovative solutions for the private market funds industry. Our cutting-edge Investor Lifecycle Management Platform simplifies the complexities of raising and managing funds by seamlessly integrating networks of General Partners, Limited Partners, Law Firms, Fund Administrators, and more into one comprehensive platform.

Our solution automates critical workflows between stakeholders, delivering a best-in-class experience for limited partners and significantly improving operational efficiency across the entire fund lifecycle. Trusted by approximately 300 private investment firms and representing over 18,000 limited partners, Flow MD accelerates fundraising with our virtual data room, simplifies and digitizes investor onboarding, and streamlines fund operations.

Following a record-breaking period in terms of new Annual Recurring Revenue (ARR), we are poised for further growth and expansion through and beyond. Our remote team is distributed throughout the USA, and we are building an environment that supports career growth and affords opportunities to work with great people and technology.

About the Role

The Client Coverage team at Flow MD aims to deliver a white-glove experience to clients throughout their entire journey with us through robust interactions and a keen focus on putting the customer first. We are seeking a highly motivated and experienced Client Relationship Manager to join our team.

Key Responsibilities
  • Assist the Senior Relationship Manager in client-facing activities intended to increase the net retention rate over time.
  • Collaborate with members of the Client Coverage team to maintain up-to-date information on all client accounts, as well as to set up and lead through data capture of renewal and expansion opportunities in Salesforce (SFDC), to ensure timely deal closings leading to keeping high retention rates.
  • Assist the Senior Relationship Manager in stewarding new and repeat customers through Flow MD's process from signed to closed deals.
  • Own issue resolution with clients being actively managed.
  • In collaboration with Marketing, assist in the development of customer-facing materials aligned with Flow MD's strategic growth initiatives.
  • Assist the Senior Relationship Manager in creating strategic account plans in collaboration with Flow MD's top-tier clients.
  • Working with the Senior Relationship Manager, own specific key account relationships, executing against key account plans designed.
  • Assist in preparation for and participate in regular communications with all Flow MD clients (for example, updates on company and product releases) with the aim to develop trust and take on ownership of a portfolio of clients.
  • Log information from client calls to SFDC to document client interactions and coordinate Client Coverage team efforts in a timely manner to ensure all information is up to date and accurate.
  • Add client feedback to the Customer feedback channel to ensure Product and Engineering Partners are aware and are able to collate feedback in an effective and seamless manner.
  • Quarterback new deal implementation projects for new and existing clients.
  • Use Product expertise to develop deal and client-related processes, including collaboration across all Flow MD teams to manage client interactions.
    • Work with RM and Sales partners to help translate processes to SFDC.
    • Create templates as part of process needs.
Requirements
  • Bachelor's Degree in Business, Finance, or related field.
  • Minimum 3 years of experience in a high-pressure customer service environment.
  • Strong knowledge of the private markets - fund operations and financial products related to private market funds.
  • A team player with excellent communication and listening skills, along with the ability to thrive in a remote work environment.
  • Ability and confidence to interact with senior counterparties.
  • Accountability and a high sense of urgency towards issue resolution for clients.
  • Good mathematical skills, proficient with workplace software (Google, Slack, SFDC, Zendesk).
  • A positive attitude, strong work ethic, and eagerness to learn.
  • Plenty of drive, initiative, and motivation.
  • The ability to navigate through ambiguity in a high-growth environment with high integrity, resilience, and assertiveness.
Values
  • Customer obsession.
  • Empathy.
  • Respect.
  • Mindful work ethic.
  • Curious and inquisitive.
  • Open-minded.
  • Desire to evolve.
  • Humble and self-aware.
  • Transparency and Strong Cross-Functional Communication.
  • Empowerment - Drive solutions via collaboration at all levels.

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