As a Client Success Manager at DealCloud, you will be a key partner in increasing client adoption, expanding client relationships and helping to grow incremental business. While managing a book of business focused on maximizing client value, you will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions that will ultimately increase adoption and retention.
You will work closely with the Account Management team, helping to streamline our partnership with them, and to ensure a seamless experience with DealCloud for the client.
What you’ll do:
Manage a portfolio of multiple accounts shared with Account Management, with a focus on fostering and growing client relationships and driving success through proactive communication
Responsible for offering client best practices and a consultative approach to increase client success and product adoption
Become an expert in all DealCloud's products and services
Prioritize accounts according to risk and growth opportunity to ensure we keep churn low
Work with Account Management to identify and pursue opportunities for upsell, which could include additional users, other areas of the business or new DealCloud product features
Work with Account Management on identifying and securing client renewals through regular client reviews and analysis of your accounts
Drive new business growth through greater advocacy and reference-ability
Conduct product training tailored to client needs and business use case
Understand and tailor interactions to business objectives
Assist clients with questions regarding training, platform configuration, workflow, and new processes
Be responsible for meeting several metrics; however, the emphasis will be placed on overall account performance, retention, and feature adoption
Based on account need, travel to client locations might be necessary
What you'll get:
Challenging and rewarding work
Generous benefits package
An incredible team of smart and mission-driven people to work with
What you’ll need:
3+ years experience in customer success, account management or sales
Experience with account management or sales software, such as Salesforce
Strong Excel skills and competency with Windows OS and Microsoft Office suite required
Strong written and verbal communication skills, and be able to work effectively in partnership with clients
Analytical and process-oriented mindset
Self-motivated, strong work ethic, and a “whatever it takes to get it done” mentality
Willingness to roll-up up your sleeves to get the job done while contributing to the overall success of the company
Strong organizational skills and is an effective planner
Experience with SaaS (cloud-based) software deployments
Bonus if you have:
Knowledgeable on/experienced with back/middle office operations at private capital firms
Have deep understanding of financial modeling, reporting and analysis
Are an Excel master (advanced Lookup functionality and structuring of pivot tables)
Our job is to power our clients' deal-making process with a high tech software platform, and create long-lasting relationships with them.
DealCloud was formed in 2010 by a team of former deal professionals with deep knowledge of the private capital markets. DealCloud has quickly emerged as a global leader in providing deal management, workflow, and technology solutions to all participants in the private capital markets, including private equity and growth capital firms, sell-side banks, publicly traded companies, and debt capital investors.
From M&A advisory to buy-side due diligence, our unique solutions drive collaboration and efficiency throughout all stages of the deal marketing or principal investing process. The DealCloud team has more than 150 years of execution experience in the private capital markets and we apply our knowledge to a highly specific vertical technology offering combined with unmatched support of clients in major financial centers worldwide.