Customer Success Specialist

Job Description

Roles & Responsibilities: • Customer Training and Support: Provide training to clients on the onboarding of historical data and ongoing data entry. Ensure that investment data entered in the system reconciles with investment statements and provide training on methods for this reconciliation. • Relationship Management: Build and maintain long-term relationships with customers and their finance teams. Act as the primary point of contact for communication with India-based customers. • Communication of Product Features: Ensure effective communication of product features, roadmap updates, and other important information to existing customers. • Process Development: Develop and maintain robust processes for tracking implementation progress, ongoing services, and client communication. • Post-Training Support: Maintain regular contact with the customer’s finance team post-training to ensure seamless onboarding of data and review of reports. Address and resolve any queries that arise. • Coordination and Updates: Coordinate periodic updates with the finance team regarding upgrades, new features, and bug fixes. • Issue Resolution: Understand, identify, and track issues or bugs in the system for resolution. • Feature Optimization: Identify potential feature upgrades and optimizations based on client interactions and feedback. • Problem Identification: Quickly identify and resolve issues related to internal and external system concerns. • Investment Management Knowledge: Learn and understand investment management and accounting principles, including different investment structures (custodians, banks, etc.) and transactional feeds from these sources. • Data Feed Management: Explore and understand various types of data feeds on bankable assets (e.g., equities, mutual funds, bonds, hedge funds), identify data sources, and ensure data is cleansed and aligned with the platform’s requirements. Technical Skills: • Experience: Previous experience in customer support or training roles, preferably within the finance or accounting sector. • Skills: Strong communication and relationship-building skills. Ability to understand and explain complex product features and processes. • Knowledge: Familiarity with investment management and accounting practices. Ability to learn new systems and tools quickly. • Technical Proficiency: Experience with data management and understanding of investment data feeds is a plus. • Problem-Solving: Strong problem-solving skills with the ability to identify issues and implement effective solutions. Show more Show less