Associate Customer Success Manager

Associate Customer Success Manager

COMPLY

About COMPLY:

COMPLY is a leading global provider of regulatory compliance software and solutions for the financial services sector. We empower our clients to navigate the complex world of compliance with confidence.

Job Description:

We are seeking a passionate and driven Associate Customer Success Manager to join our growing team. In this role, you will play a vital part in ensuring our customers achieve success with our solutions. You will build strong relationships, drive value, and advocate for our customers' needs.

Responsibilities:

• Manage a portfolio of customer accounts, fostering strong relationships and promoting retention.
• Collaborate with internal teams to ensure customers realize the full value of our solutions.
• Monitor customer health, identify growth opportunities, and proactively address potential issues.
• Effectively escalate and resolve customer issues, ensuring timely and satisfactory resolutions.
• Gather and relay customer feedback to cross-functional teams, contributing to product and service improvements.
• Assist with renewal and expansion support, identifying upsell and cross-sell opportunities.

Qualifications:

• 2+ years of experience in Customer Success or Account Management.
• Experience in the financial services or compliance industry is a plus.
• Excellent communication, presentation, and problem-solving skills.
• Strong analytical, organizational, and proactive mindset.
• Ability to influence and negotiate effectively.

Compensation:

$60,000 - $70,000 per year, plus applicable bonus and benefits.

Qualifications

Required:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 2 years of proven experience in Customer Success or Account Management.
• Demonstrated ability to build and maintain strong customer relationships.
• Excellent written and verbal communication skills, with the ability to effectively present information to diverse audiences.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving customer issues.
• Proficiency in CRM software and Microsoft Office Suite.

Preferred:

• Experience within the financial services or regulatory compliance industry.
• Familiarity with SaaS products and subscription models.
• Experience with upselling and cross-selling strategies.

Key Responsibilities:

• Onboarding & Relationship Management: Guide new customers through onboarding processes, ensuring a smooth transition and understanding of COMPLY's solutions. Build and maintain strong relationships with assigned customers, acting as their primary point of contact.
• Value Delivery & Growth: Collaborate with internal teams (e.g., product, engineering, sales) to ensure customers achieve desired outcomes and maximize the value of COMPLY's software. Identify opportunities for customer expansion and upsell, contributing to revenue growth.
• Customer Support & Issue Resolution: Proactively monitor customer health and identify potential issues. Respond to customer inquiries and concerns, providing timely and effective solutions. Escalate complex issues to appropriate internal teams for resolution.
• Feedback & Continuous Improvement: Gather customer feedback through regular communication and interactions. Analyze feedback to identify trends and areas for product and service improvement. Collaborate with cross-functional teams to implement solutions based on customer insights.

COMPLY - Associate Customer Success Manager Hiring Workflow

1. Application Review: Candidates submit resumes and cover letters through the job portal. The AI-powered system screens applications based on keywords, skills, and experience matching the job description.

2. Initial Screening: Qualified candidates are contacted for a brief phone interview to assess their communication skills, motivation, and basic understanding of the role.

3. Skills Assessment: Shortlisted candidates complete an online assessment evaluating their problem-solving, analytical, and communication skills relevant to the Customer Success Manager position.

4. Interview Rounds: Top performers participate in two rounds of interviews:

• Behavioral Interview: Focuses on past experiences and how candidates handled customer-centric situations.
• Technical Interview: Explores knowledge of the financial services industry and compliance, as well as understanding of customer success methodologies.

5. Reference Checks: Finalists undergo reference checks to verify their professional background and work ethic.

6. Offer & Onboarding: The selected candidate receives a formal offer outlining compensation and benefits. Upon acceptance, the onboarding process begins, ensuring a smooth transition into the role.

About COMPLY

COMPLY is a leading global provider of regulatory compliance software and solutions specifically designed for the financial services sector. We empower financial institutions to navigate the complex world of regulations with confidence. Our cutting-edge technology and expert team provide comprehensive solutions that streamline compliance processes, mitigate risk, and drive operational efficiency. COMPLY is committed to delivering exceptional customer experiences and helping our clients achieve sustainable success in a rapidly evolving regulatory landscape.