Customer Success Manager

Finalis is building the largest investment banking platform in the world. 

🚀 What does Finalis do?

Finalis is the leading platform enabling the securities brokerage landscape to operate legally and compliantly. The firm delivers a white-labeled regulatory affiliation and compliance back-office solution that supports a wide range of private market dealmaking including M&A, capital raising, private placements, direct participation programs, fintech marketplaces, and alternative investment sponsors.

Finalis provides additional leverage to securities brokers with the Finalis Platform, which delivers a hassle-free deal management solution and a Marketplace that connects brokers with one another to gain insights and explore collaborations.

Launched in 2020 and growing rapidly, the SF- and NYC-based firm is on a mission to power dealmakers by building the world’s largest dealmaking platform.

Join us in disrupting the securities industry, for good. 

🌍 How does Finalis work?

• We are a fully-remote company with Finalists distributed between the time zones of Eastern Standard Time and Eastern European Time .

• If you’re located outside this time zone range, depending on the needs of your team, you may be requested to be available during specific hours.

• Although we don’t have an official physical place to work, we promote gathering with your team or other colleagues whenever possible. 

🤝 What about your team?

• As a key member of our Customer Success team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. You are passionate about using analytical skills to identify problems, find solutions, and improve relationships. As a Customer Success Manager, you will develop and maintain long-term business relationships by serving as an internal advocate and client liaison.

✨ What will you be doing?

• Elevate client relationships to new heights by assuming full responsibility for their success, expertly overseeing onboarding, comprehensive training, fostering rapid adoption, helping with questions, and consistently attaining exceptional levels of customer satisfaction.

• Cultivate and sustain a trusted strategic advisor relationship with clients, proactively spearheading the continuous delivery of value and optimizing their utilization of our products and services for maximum benefit.

• Engage in seamless collaboration with the creative team to consistently refine and advance customer success strategies, integrating industry best practices, and crafting customer support content that aptly addresses customer requirements, thereby elevating their overall experience.

• Maintain a keen awareness of current events and trends within the industry, diligently track and analyze relevant developments, and discern opportunities, potential challenges, and market insights.

• Leverage this intelligence to inform and enrich customer success strategies and initiatives, ensuring their alignment with the ever-evolving landscape of our sector.

• Showcase exceptional communication skills to proficiently interact with senior-level management, both within the organization and externally, to cultivate a profound understanding of customer needs.

• Take proactive ownership of customer success metrics and data management, adhering meticulously to established protocols and guidelines. Ensure the meticulous upkeep of accurate, real-time records, dedicatedly supporting analysis, reporting, and informed decision-making processes.

• Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively.

• Facilitate seamless interaction and workflow between project team members, including third-party service providers, to ensure timely delivery of all project deliverables, fostering effective collaboration and coordination throughout the process.

• Analyze C-Sat/NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty.

• Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services.
  

💬 Who are we looking for 

• You have exceptional written and spoken English

• You have a minimum of  5+  years of relevant work experience as a customer success manager or customer support specialist 

• You have Google Workspace experience

• You have excellent communication skills

• You have strong organizational skills

• You can handle confidential information

• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines

• You are a self-starter, quick learner and highly organized with attention to detail

• You have the ability to follow up; know what’s going on at all times and respond quickly

• You are flexible, patient, persistent and have a team spirit attitude

Bonus Track!

• You have experience using Salesforce, Asana and Customer Success platforms to manage day to day work.

🌟 What do we offer?

• 100% Remote work (Work from wherever you want!)

• Competitive USD salary 

• High-Speed Internet expenses allowance

• Generous Paid time-off (Vacation Time!)

• Additional 17 Flex Days (to use in national holidays or personal matters)

• Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀

• People Team Partner (to target your roadblocks and customize an action plan for your career path)

• Buddy Program

• Virtual After-Office Activities 

• Diverse Culture & Inclusive environment

🌈 Why work with Finalis?

We are a fast-paced startup which will enable you to develop skills quickly and work in an entrepreneurial culture where pushing limits and taking risks is everyday business. As we have Finalists from different countries and cultures, we encourage our team members to develop their soft skills, boosting their ability to adapt themselves to different backgrounds.

Finalis’ core values:

• Embodying the trust we deliver

• Engage with purpose

• Practice stewardship

• Value learning

Finalis provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.