Job description

This is a remote position.

Customer Success team is responsible for a successful customer journey and touch points that create long-term client engagement, retention and revenue growth.

Through delivering a positive overall experience and supporting strategic objectives on the account level, Customer Success reaffirms and strengthens the organization's relationship with existing clients and their decision to work with Infinit-O.

The team actively identifies and addresses client concerns and opportunities, provides data-driven insights and regular performance reporting, ensures seamless onboarding and continuous education, and fosters client advocacy for referrals and growth.

Additionally, Customer Success collaborates closely with internal teams to ensure client feedback informs service delivery and innovation, maintaining Infinit-O’s commitment to delivering exceptional value and building lasting partnerships.

About The Role

Customer Success Manager has exceptional client relationship skills and is driven to continuously evolve his/her industry and account knowledge and serves as trusted advisor to clients, helping them maximize the value of their partnership with Infinit-O.

Specific Duties and Responsibilities:

Initiate proactive touch points with clients to address and anticipate their needs
Develop a deep understanding of client business objectives, industry trends, and market dynamics. Proactively suggest innovative solutions, provide education, or connect clients with the appropriate internal resources

Collaborate with the Client Solutions Group (Operations) to design and execute a long-term strategy focused on continuous service improvement, operational excellence, and measurable revenue growth

Develop and execute data driven processes and analytics to deliver world-class customer experience
Efficiently manage administrative processes, including documentation and approvals for any changes to client engagements, ensuring accuracy and timeliness.

Facilitate contract renewal in a timely manner

Leverage internal sales tools to optimize client engagement, eg. Hubspot
Any other tasks relevant to the role

Quality & Information Security Management

Adhere to and implement Infinit-O’s quality and information security policies and carry out its processes and procedures accordingly.
Protect client-supplied and generated for client information from unauthorized access, disclosure, modification, destruction or interference (see also Table of Offenses).
Carry out tasks as assigned and are aligned with particular processes or activity related to information security.
Report any potential or committed non-conformity, observation and/or security event or risks to immediate superior.
Assist Internal Audit Team during internal audits of assigned projects

Requirements

Requirements:

Positive, proactive mindset and ability to work well in teams
Exceptional skills in listening to clients, articulating ideas and complex information in a clear and concise manner
Proven record of maintaining strong relationships with senior members of client organizations, addressing their needs, and maintaining a high level of client satisfaction.
Goal and action-orientated, with the ability to organize, multi-task and prioritize in a fast-paced environment
Ideally experienced in a consultative sale or a client-facing role (inside sales, prospecting, sales support, customer support) and in dealing with challenging situations

Qualifications:

Bachelor's degree preferred
Strong MS Office / Google Apps skills are required
Has 3-5 years of work experience in a sales/customer success role in Finance/Investment/Healthcare
Any knowledge of CRM systems (such as HubSpot or Salesforce ) or research platforms would be advantageous