Associate Customer Success Manager

We are looking for an Associate Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organisations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals. You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers. You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.

As an Associate Customer Success Manager, you will 

• Manage a portfolio of customers, from onboarding to training to adoption and beyond 
• Be the dedicated contact and own the overall relationship with your clients 
• Ensure that an implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
• Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
• Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
• Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team
• Play a primary role in shaping the product roadmap based on customer feedback
• Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
• Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
• Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers

About you:

As an Associate Customer Success Manager, you will 

• Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
• An interest in technology and a basic grasp of tools like APIs and cloud platforms will go a long way here.
• Be a proactive self-starter that is self-directed and able to solve problems and execute independently
• Have strong process management skills, you will be able to manage a varied workload with multiple deadlines 
• Possess strong relationship management skills and the ability to coordinate across teams and build consensus
• Ideally have previous project management experience and have worked in a start-up previously 

What’s in it for you?

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy to promote work-life balance and well-being
• Annual learning budget to support professional growth
• Budget to set up your home office upon joining 
• Enhanced parental leave and childcare benefits
• Life insurance and medical coverage through BUPA, including pre-existing conditions
• Pension contribution through The People's Pension