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Client Success: Customer Success Manager (US)

Who We Are

Singletrack provides a cloud-based SaaS solution to our customers – investment banks, independent research providers and investment institutions – to help them manage their client and provider relationships, distribute and consume financial research, gain insight into operational data and comply with market regulation. We are headquartered in London, with additional offices in New York and Newcastle upon Tyne (UK). Our customers are primarily in North America and Europe but also in Asia, Australia and Africa.

Founded in 2009, Singletrack has been steadily gaining market share in a sector dominated by large vendors. Today we are the main vendor in Europe and are experiencing significant and sustained growth in the US market.

 

Location

Like many companies of our type, Singletrack shifted from being an ‘office first’ company to being fully remote just prior to the start of lockdown in March 2020. At present we are a ‘remote first’ company with all 3 of our main offices open for anyone that wants to use them, but no obligation to work in the offices.

For at least Q3 of 2021 this role will be a ‘remote first’ role with attendance at any of our offices completely optional. Our intention starting Q3 2021 is to continue to operate in a hybrid manner with a mixture of office and remote working, and so, from then onwards (once it is safe to do so / in accordance with Government advice), we anticipate a minimum attendance in the London / Newcastle or New York offices of once or twice per month for 2-3 days to help maintain team cohesion and for social events. The details of this are yet to be finalised as the COVID situation is still evolving but we are always flexible in meeting our employees’ needs.

For this role, we would expect that a successful applicant located anywhere in the United States will be available to cover clients across the entire US, but primarily based in Chicago, Denver, Portland, the West Coast as well as in Melbourne, Australia, to interact for a significant part of their working day with the New York team remotely and to travel into the New York office at a minimum of once a quarter (4 times a year) for office days with the wider team. Additional travel will be required, for in-person client meetings, which will be agreed and scheduled on an ad-hoc basis. 

 

The Singletrack Client Success Team

The Singletrack Client Success team, which consists of Business Analysts, Project Managers, Client Success Managers, Release Coordination and Support, is involved in the entire customer life cycle starting from the initial implementation project to supporting and engaging with our clients on a daily basis during ongoing operation. Even though we all have our specialties and focus of work, the entire team works collaboratively on client facing projects and initiatives, allowing team members to get insight and experience of various aspects of delivering outstanding projects and general client engagement.

 

Who we are looking for

We are looking for a new team member for the Client Success team that is passionate about success for our customers in using Singletrack, and can demonstrate how they can engage, support and develop our customers in the financial industry using a highly configurable product.

You will have excellent client relationship management, communications and engagement skills, with experience supporting complex solutions as an external vendor within organisations ranging from small IRPs through to larger Tier 1 banks.

We are a busy team with plenty of work on the go, we rely on each other to support the team effort by being proactive about taking work and staying busy.

This is a key role reporting to the Head of Client Success within the Client Success team working alongside business analysts and project managers, based in New York as well as London, who make up the rest of the CS team.

 

How You Fit In

We are seeking a skilled and professional Client Success Manager with experience of engaging with and developing our customers in the Investment Banking business.  

The successful applicant will have mainly a client facing experience, working directly with key stakeholders on client side to, but also having engaged and supported end-users enabling and ensuring adoption.

You will be used to liaising with internal, remote, technical/development teams who will investigate the technical feasibility of functional solutions, and you also will be able to understand key Salesforce configurations (fields, workflows, users security reporting) to demonstrate concepts and solutions to customers. 

You will have a demonstrable track record of successfully retaining and growing clients due to your actions and engagement as well as increasing overall client satisfaction across your entire client base.

Familiarity with sell-side Sales, Research and Investor Relations processes is required and experience of Salesforce projects in an Investment Bank or similar financial services organisation is highly desirable, but not essential.

Good track record is required but just as important are your natural, customer, communication and analytic skills and a desire to learn and grow within a dynamic and innovative company.

 

Responsibilities:

  • In partnership with Technical Support and Commercial Account Management, work directly with a specific set of customers to ensure they achieve business success with our platform and consequently renew their subscription each year
  • Manage day to day communication and touchpoints with those customers, involving other specialists where required on technical or commercial matters
  • Act as ‘trusted advisor’ to the client, gaining a deep understanding of their business and helping them derive maximum value from us
  • Run and/or participate in regular account review meetings with clients to ensure the relationship remains healthy and share updates on product and service developments
  • Be an expert on our product, educate the client about our product roadmap (and seek feedback on it) and undertake product training for individual users or groups of users as required

 

Required Attributes/Experience:

  • Strong sell-side capital markets experience, specifically in the area of institutional sales, client strategy, investment research, investor relations and/or corporate finance, gained in a capital markets software or data vendor, investment bank or independent research provider
  • Excellent verbal and written communication and relationship management skills likely gained in the role of client success manager, technical account manager, product specialist, CRM manager, broker relations manager, client strategy manager or investor relations team member
  • Demonstrated ability to build long-lasting partnerships and trusted advisor relationships with clients
  • Highly proactive, motivated, organised, disciplined and responsive to customer needs
  • Able to effectively manage internal relationships and resources across the whole team to achieve the best outcomes for customers
  • Good knowledge of how CRM systems operate within a sell-side capital markets environment
  • Ability to self managing your schedules and workload within a collaborative team framework

 

Desirable Attributes/Experience:

  • Experience supporting clients remotely in a SaaS environment
  • Knowledge of Salesforce.com
  • Knowledge of popular Research Authoring platforms and the research authoring workflow
  • Existing relationships with contacts in sell-side capital markets firms and/or data/tech providers to those firms

 

Next Steps

If you’d like to be considered please send your CV together with a letter explaining why you feel your skills and experience would be particularly valuable in this position. Please note we will only accept direct applications and will not accept applications from agencies.

Email:

careers@singletrack.com

 

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