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Customer Success Manager

2 months ago

Houston, Texas, United States IOI Capital and Markets LLC Full time
About IOI Capital and Markets LLC

IOI Capital and Markets LLC is a rapidly growing, US-based financial services technology firm disrupting the private investment markets. Our purpose is to unlock the potential & possibilities of the alternative investment marketplace for investors through innovation, technology, and market expertise. We enable broadened access and facilitate greater investor participation by delivering modern, innovative financial operating infrastructure & technology solutions for trading in alternatives based on blockchain technology solutions to market participants.

Position Overview

We are seeking an experienced and highly motivated Customer Success Manager to join our dynamic team. This role is critical in ensuring that our enterprise clients in the financial services sector achieve their strategic objectives and derive maximum value from our solutions. As a Customer Success Manager, you will be the primary operational point of contact for our top-tier clients, driving engagement, satisfaction, and long-term success. You will be responsible for overseeing the daily operations of the client support team within IOI Capital and Markets LLC. This role involves building an appropriate team, managing client interactions, optimizing support processes, and ensuring a high level of client satisfaction.

Key Responsibilities
  1. Team Building: Build a first-class team dedicated to providing top-tier support to our institutional clients, ensuring adherence to SLAs.
  2. Client Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders and decision-makers within enterprise client organizations. Act as a trusted advisor, understanding their business needs and objectives.
  3. Onboarding & Implementation: Oversee the successful onboarding and implementation of our solutions, ensuring a smooth transition and integration with existing systems and processes.
  4. Value Delivery: Demonstrate the value of our solutions through data-driven insights, best practices, and continuous support.
  5. Customer Advocacy: Gather and analyze client feedback to drive continuous improvement in service delivery. Serve as the voice of the customer within the company, providing feedback and insights to help shape product development and improve overall client experience.
  6. Performance Monitoring: Track and analyze key performance indicators (KPIs) to measure client satisfaction and success. Prepare and present regular reports and updates to clients and internal stakeholders.
  7. Issue Resolution: Address and resolve any client issues or concerns promptly and effectively, ensuring a high level of customer satisfaction.
  8. Collaboration: Work closely with sales, product, and support teams to ensure a cohesive approach to client success and drive continuous improvement across all client touchpoints.
Qualifications
  1. Experience: Minimum of 5 years of experience in customer success, account management, or a related role, with a strong background in the financial services industry and enterprise-level clients.
  2. Knowledge: Understanding of financial services products, industry trends, and market participants is ideal. Familiarity with CRM and customer success software is a plus.
  3. Skills: Excellent communication, presentation, and interpersonal skills. Ability to build strong relationships with executives and manage complex client interactions.
  4. Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs and challenges.
  5. Education: Bachelor's degree in Finance, Business Administration, or a related field or relevant experience.