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Jr. Customer Success Manager

Finalis

Finalis

Customer Service, Sales & Business Development
Argentina
Posted on Tuesday, April 16, 2024

Finalis is building the Amazon of the capital markets.

What will you be doing?

You will join the company’s go-to-market organization within the Customer Success team. As a Junior Customer Success Manager, you will be instrumental in guiding our esteemed clientele of investment bankers through a transformative onboarding, deal origination and deal execution experience. This role demands a blend of passion for customer success, a keen understanding of FinTech solutions, investment banking and the ability to foster robust client relationships. Reporting directly to the Head of Customer Success, you will be at the forefront of ensuring our platform not only meets but exceeds our clients' expectations.

You are a commercially-oriented thinker, well-versed in the customer success tactics. You are experienced in running customer success operations in a US SaaS Market within the SMB (Small-Medium Business) segment, managing onboarding, addressing customer expectations, managing customer health indicators, renewals, identifying opportunities for upsells and cross-sells, and value realization for the customer.

💬 What are the requirements for the position?

  • Customer Onboarding

    • Facilitate a seamless onboarding process for new clients, emphasizing successful platform implementation and engagement.

    • Collaborate across sales and customer success teams to curate bespoke onboarding plans based on detailed client requirements.

    • Maintain proactive and transparent communication with clients throughout their onboarding journey, addressing any inquiries or challenges with a solutions-oriented approach.

    • Identify and implement enhancements in the onboarding process, contributing to the refinement of our methodologies and client resources.

  • Champion the Cultivation of Enduring Client Relationships, Ensuring Their Transition to Ongoing Success and Account Management Is Smooth and Reinforced:

    • Foster open and continuous lines of communication with clients to understand their needs, expectations, and experiences.

    • Implement a structured feedback loop to gather insights and address any concerns promptly, enhancing the customer experience.

    • Develop success plans that align with client goals and metrics for success, ensuring clear paths to achieving their objectives.

    • Leverage CRM tools to maintain detailed records of client interactions, preferences, and progress, enabling tailored support and service.

    • Maintain interactions with clients and awareness regarding account health, updates to the platform, and strategic advice to maximize their experience.

  • Managing Health Indicators & Renewals

    • Regularly monitor and analyze customer health indicators, such as usage metrics, engagement levels, and satisfaction scores, to proactively identify accounts needing attention.

    • Contribute to risk mitigation strategies for accounts showing signs of potential churn, deploying targeted interventions to re-engage and support these clients.

    • Maintain renewal process for client portfolio, ensuring a high rate of customer retention.

    • Conduct periodic business reviews with clients, presenting value realized, discussing challenges, and aligning on future goals and strategies.

    • Implement and contribute to scalable processes and automation tools to efficiently track and manage renewals and health indicators across the client portfolio.

  • Identify Opportunities for Upsells & Cross-Sells

    • Leverage deep product knowledge and understanding of client businesses to identify and propose additional solutions that meet their evolving needs.

    • Collaborate with sales and marketing teams to develop targeted upsell and cross-sell campaigns, personalized to client profiles and usage patterns.

    • Educate clients on the benefits and value proposition of expanding their use of the platform through additional modules, features, or services.

    • Track and report on upsell and cross-sell successes, contributing insights to refine sales strategies and product development.

    • Foster a consultative relationship, positioning oneself as a trusted advisor who clients can rely on for advice on expanding their FinTech toolkit effectively.

  • Knowledge Management & Collaboration

    • Aim to successfully pass the FINRA SIE exam within the first 6-9 months of your tenure, underlining our commitment to compliance and industry excellence.

    • Stay abreast of industry trends, product innovations, and SaaS onboarding best practices, leveraging insights to enrich the client experience.

    • Engage in cross-functional collaboration to voice client feedback and drive product enhancements, advocating for client-centric improvements.

    • Foster a vibrant team culture, sharing insights, participating in discussions, and contributing to collective growth and knowledge exchange.

    • Experience in working within cross-cultural environments and remote work modalities.

    • Ability to work closely with Service Delivery, Product, Marketing and Sales teams

    • Skilled in intra-company collaboration and fostering strong relationships to drive results.

💬 What are the qualifications for the position?

  • Bachelor's Degree holder with exemplary command of the English language.

  • 1-2 years of experience in customer success, account management, or a similar role within the FinTech or financial services sector.

  • Proficiency in Google Workspace and familiarity with Salesforce software and project management tools.

  • Exceptional communication, organizational, and project management skills.

  • Analytical thinker with a process-oriented approach to problem-solving.

  • Flexible, team-spirited, and thrives in a fast-paced, dynamic environment.

🌟 What do we offer?

  • 100% Remote work (Work from wherever you want!)

  • Competitive USD salary

  • USD $20 per month for Internet expenses

  • Paid time off (Vacation and Flex Days)

  • Professional Growth Opportunities

  • Buddy Program

  • Virtual After-Office Activities

  • Diverse Culture & Inclusive environment

  • Opportunity to participate in a commission and incentive equity plan

🌈 Why work at Finalis?

We are a fast-paced startup which will enable you to develop skills quickly and work in an entrepreneurial culture where pushing limits and taking risks is everyday business. As we have Finalists from different countries and cultures, we encourage our team members to develop their soft skills, boosting their ability to adapt themselves to different backgrounds.

Finalis’ core values:

  • We embody the trust we deliver

  • We are extremely proactive

  • We redefine, unite, and evolve

  • We’re passionate about our work

  • We exercise stewardship with our users, investors and each other.

Finalis provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

🌍 How does Finalis work?

  • We are a remote-first company with teams and partners distributed between the time zones of Eastern Standard Time and Eastern European Time.

  • If you’re located outside this time zone range, depending on the needs of your team, you may be requested to be available during specific hours.

  • Although we don’t have an official physical place to work, we promote gathering with your team or other colleagues whenever possible.

🚀 What does Finalis do?

Finalis is on a mission to make the capital markets accessible to everyone by building the Amazon for the capital markets.

Our go-to-market strategy begins in the back office of small and medium-sized investment banks, placement agencies, and independent dealmakers globally. Since launching, we have rapidly become the central nervous system of our users' back-office operations, uniquely positioning us to facilitate the entire deal lifecycle from origination to closure legally and compliantly. Our Smart Mission to make users successful by generating more deal flow, accelerating their deals from origination to close, and unlocking more revenue per user, crucial in this transition from a back-office tool to a capital markets exchange and market intelligence purveyor, ensures we maintain the trust of our users by aligning our strategy with our users' incentives.

Our Workflow solution, which digitizes the investment banking back-office, drove continued market impact and revenue growth. In 2023, we expanded our user base to over 260 firms and 500 bankers and generated over 1,500 capital raise and M&A deals in our Connect solution.

Connect will play a pivotal role in Finalis' next phase to deliver significant user value by driving further efficiencies across the deal lifecycle. In 2024, we aim to deliver deal origination solutions that position us as a revenue center for current and future users, significantly growing our average revenue per account. We also plan to extend our reach to new markets beyond our current ICPs, including sell side issuers like corporates and fund managers.

In 2024, we are committed to reinforcing our role as the indispensable capital markets ecosystem. Our focus will be on maximizing the value of Connect while enhancing Workflow and normalizing the vast amounts of financial data within Finalis. Join us in disrupting the securities industry, for good.