Job Description
You will be responsible for managing the client experience, including onboarding, project management design and delivery, and ensuring that Finomial Customers know how to use the application efficiently and can extract the most value from their use of Finomial. You will also be leading and developing a fast-growing team, ensuring that the team and each individual is successfully delivering value to our customers. We are looking for someone who might not always know the right answer, but who is not afraid to ask questions, roll up his or her sleeves and jump in. If this sounds like you, then we would love to meet you.
Experience: 4+ years.
Job Location: Boston
Key Responsibilities
- Manage a Customer Success team that is responsible for the post sale client experience including onboarding and customer support.
- Onboard, train and mentor your Customer Success team.
- Collaborate with Product and Engineering to problem solve and improve client-facing and internal tools and processes.
- Understand our products inside and out, and how our customers use them.
Must Haves:
- Outstanding communication skills, including being a deep listener.
- Strong organizational skills.
- Grit and a growth mindset.
We Are Looking For:
- Success in coaching and mentoring others.
- The ability to alternate between being a coach and a player.
- Proven ability to handle ambiguity and remain calm and positive under pressure.
- Ability to explain technical concepts in plain English aka excellent verbal and written communication skills.
- An analytical and data-driven mindset, a love for problem-solving.
- Experience with improving processes and systems.
- Prior experience in a customer service or on-boarding role (SaaS experience a plus).
