Client Success Manager (Fintech/ SaaS)

Company Overview

Dasseti is a rapidly growing, global fintech, that helps institutional investors and investment managers to meet the rigorous demands for data exchange, monitoring, risk management and compliance, at every stage of the investment lifecycle.

Position Summary

We are seeking a highly motivated and experienced Client Success Manager to join our dynamic team. This role is crucial in supporting our clients to maximize the value of our platform, building strong relationships, and contributing to client retention and growth. The ideal candidate will be an enthusiastic individual with foundational knowledge in client success within the SaaS industry, possessing good communication, organizational, and problem-solving skills.

Key Responsibilities

Client Onboarding & Adoption

·      Assist in the successful onboarding of new clients, ensuring a smooth transition and adoption of our SaaS platform.

·      Support the development and implementation of tailored onboarding plans based on client needs.

·      Participate in initial training sessions and provide guidance to help clients effectively utilize features of the platform.

·      Monitor client progress during onboarding and escalate any challenges or roadblocks to senior team members.

·      Learn and apply best practices to advise clients on how to best digitize and transform their existing processes to generate better insights and improve efficiency.

Project Management Support

• Support senior team members in overseeing and managing client projects, from initial setup to ongoing optimization.
• Assist in developing project plans, timelines, and deliverables.
• Coordinate with internal teams (Product, Sales, Support, Engineering) to help resolve client issues and deliver solutions.
• Identify potential risks and communicate them to senior team members for mitigation.

Client Training & Education

• Assist in designing, developing, and delivering training programs for clients, including webinars and customized sessions.
• Contribute to the creation and maintenance of educational resources, such as user guides and FAQs.
• Stay up-to-date with product updates and new features to effectively educate clients.
• Develop expertise in the product to provide basic knowledge and best practices to clients.

Client Relationship Management

• Build and maintain positive relationships with a portfolio of clients, acting as a supportive point of contact.
• Participate in regular business reviews to assess client health and contribute to client satisfaction.
• Proactively identify and address basic client concerns, escalating complex issues to relevant internal teams.
• Support client needs internally, contributing to product development and service improvements.
• Contribute to client retention efforts and identify opportunities for upselling and cross-selling under guidance.

Required Soft Skills

• Good Communication:
  Ability to articulate concepts clearly and concisely, both verbally and in writing. Good active listening skills.
• Interpersonal Skills:
  Ability to build rapport and maintain positive relationships with client stakeholders.
• Problem-Solving & Analytical Thinking:
  Capacity to identify client issues and contribute to developing effective solutions.
• Adaptability & Flexibility:
  Ability to learn quickly in a fast-paced, evolving environment and adjust to changing client needs or product developments.
• Empathy & Patience:
  Understanding of client challenges and the ability to guide them through solutions with patience and support.
• Proactiveness & Initiative:
  Eagerness to learn and take initiative to support client success.
• Organizational & Time Management:
  Ability to manage multiple tasks and deadlines effectively.
• Team Collaboration:
  Ability to work effectively with internal teams to achieve shared client success goals.
• Conflict Resolution:
  Basic aptitude for de-escalating situations and contributing to resolutions.
• Willingness to Learn & Grow:
  Eagerness to be trained by colleagues and continuously improve skills.
• Interest in Process Improvement:
  Interest in identifying opportunities and contributing to improvements in internal processes.
• Interest in AI/Technology
  : Genuine interest in artificial intelligence and emerging technologies.
• Interest in ESG
  : Awareness of and interest in Environmental, Social, and Governance principles.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• Up to 5 years of experience in Client Success, Account Management, or a similar client-facing support role within a SaaS company.
• Foundational understanding of client onboarding, project management principles, and training methodologies.
• Basic understanding of SaaS business models and customer lifecycle.
• Good presentation skills.

·      Excellent Microsoft Excel and Word skills.

What We Offer

·      Salary range USD 70k- USD 90 k and benefits package.

·      Healthcare

·      401k matching

·      Opportunity to work with a cutting-edge SaaS product.

·      Collaborative and supportive work environment.

·      Professional development and growth opportunities.