Customer Success Specialist - Action Staffing-Group : Job Details

Our client, a software provider that presents solutions to clients for informed investment decisions and to improve operational workflow, is looking for a Customer Success Representative. This is a full-time position that requires 3 days onsite in their office in Stamford, CT and 2 days remote.

This role requires candidates to familiarize themselves with the company's software platforms and provide clients and prospects with the information they need to effectively use them. Successful candidates will need excellent communication skills, be detail-oriented, quickly grasp new financial concepts, and demonstrate exceptional organizational and multi-tasking abilities.

In-office Monday, Tuesday, Wednesday; Remote Thursday and Friday

Salary range $95,000-110,000/year, commensurate with experience

As a Client Success Representative, you will play a pivotal role in ensuring clients maximize the value of the software platform features. Working closely with clients, you will provide exceptional support, address complex inquiries, and proactively engage clients to improve their operational efficiency. Your knowledge of financial instruments and trading operations will be essential in assisting clients to optimize fintech solutions, driving both their success and company growth.

Key Responsibilities:

• Act as the primary point of contact for assigned clients, ensuring a smooth onboarding process and providing ongoing support throughout their lifecycle.
• Build strong relationships with hedge funds, broker-dealers, and financial institutions to understand their unique operational needs and objectives.
• Address client inquiries and resolve issues related to financial instruments, including trades, settlements, CDS, corporate bonds, and CLOs.
• Collaborate with internal teams, including product, development, and operations, to advocate for client needs and ensure prompt resolution of issues.
• Conduct regular check-ins with clients to provide updates, gather feedback, and identify opportunities for platform optimization.
• Deliver training and educational sessions to clients on platform features and best practices, empowering them to leverage solutions fully.
• Identify and analyze trends in client issues to recommend improvements to product and processes.
• Monitor client satisfaction and work proactively to reduce churn and increase client retention and engagement.
• Stay current with industry trends, regulatory changes, and best practices in financial operations and fintech.

Qualifications:

• Bachelors degree in finance, business, or a related field.
• 3+ years of experience in a client-facing or operations role within a hedge fund, broker-dealer, or financial services firm.
• Strong knowledge of financial instruments, including trades, settlements, CDS, corporate bonds, and CLOs.
• Experience with fintech platforms or financial technology is a plus.
• Proven track record of delivering excellent client support and building long-lasting client relationships.
• Strong problem-solving skills with the ability to handle complex client issues effectively.
• Excellent verbal and written communication skills, with the ability to simplify technical concepts for clients.
• Ability to work independently, prioritize tasks, and manage multiple clients efficiently.
• Proficiency in CRM software and other client management tools.