Senior Manager / Director, Customer Success‍
New York, NY / Boston, MA (remote position optional)
Posted On
March 23, 2021
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Responsibilities

The ideal candidate is passionate about driving customer adoption, renewals, growth, and success with the MackeyRMS platform. This individual must be able to articulate the value of MackeyRMS to a variety of global investment management organizations, ranging from newly launched hedge funds and top-10 global asset management firms to some of the world’s most esteemed pensions and endowments.

This CSM leader is a player/coach, works well with performance-focused customers, and remains committed to providing customized, creative solutions. The Manager/Director is highly communicative, team-oriented, sales-minded and customer focused.

The CSM leader is responsible for ensuring customer loyalty by meeting regularly with clients, communicating platform improvements, and helping clients realize the full value of the MackeyRMS solution. The role will be measured by the percentage of license renewals, upsell opportunities identified, increase in referenceable accounts, and general client satisfaction as measured through surveys.

  • Manage a team of CSMs as well as own accounts, including renewals and upsells.
  • Develop a Trusted Advisor relationship with our customer’s users, champions, and exec sponsors.
  • Coordinate with the Solution Engineering team to ensure successful implementations. This includes setting success metrics with our economic buyers and project managing the implementation of MackeyRMS.
  • Increase customer retention and adoption rates by conducting on-site visits, regular check-in calls, monitoring and completing CTAs, developing success plans. and conducting scheduled EBRs with senior executives.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the portfolio of customers.
  • Serve as the Voice of the Customer, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
  • Maintain a deep understanding of each client’s workflow, and act as a consulting partner.
  • Act as a client advocate internally and a product evangelist externally.
Qualifications
  • A minimum of 3 years managing a team of CSM’s and/or Account Managers.
  • A minimum of 5 years customer success management and/or account management experience from a SaaS company.
  • You have experience forecasting and managing renewals as well as upsells.
  • Background in finance (buy-side) and/or background in financial services preferred.
  • Ability to map business requirements to technical solutions.
  • Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption.
  • Aptitude for analyzing technical concepts and translating them into business terms.
  • Strong interpersonal skills and experience initiating and building positive relationships.
  • Excellent individual and group presentation, written, and oral communication skills.
  • Demonstrated ability to grow relationships and expand platform footprint within your book of business.
  • Bachelor’s Degree or equivalent degree or related work experience.
  • Tech savvy and inquisitive.
  • Willingness to travel up to 20% of the time.
Compensation and benefits
  • Competitive compensation
  • 401(k)
  • 100% full health and dental
  • Generous vacation policy
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About Us

MackeyRMS is a SaaS-based research management platform engineered to optimize the way analysts and portfolio managers generate, share, debate and act on investment research conducted for actively managed portfolios. Relied upon as a single system of record for research supporting the investment process, MackeyRMSis used by many of the world’s leading investment managers to organize key investment workflows, engender trust from investors, and streamline regulatory and compliance oversight. MackeyRMS is used by institutional asset managers and asset owners across the Americas,EMEA and APAC regions.

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