Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager owning client relationships for SPS's M&A solutions in the New York area. Collaborating with private equity clients to ensure success in using the SPS portal.
Responsibilities
- Owning the client relationship and being the face of the product on key day-to-day interactions with existing private equity clients.
- Communicating the SPS solution and articulating how the portal transforms deal sourcing for private equity and other M&A participants.
- Understanding your clients’ requirements and industry challenges and being their trusted advisor and post-sales success leader.
- Creating account specific engagement plans for clients that outline their metrics for success and delivering scheduled strategic review sessions with key contacts.
- Ensuring full adoption of the SPS portal across your clients’ organizations and maximizing value for them to secure year on year retention.
- Collaborating with other internal teams such as Client Strategy & Data Insights, Account Management/Sales, and Marketing to ensure client success.
- Developing a thorough understanding of the SPS solution and M&A/Private Equity.
Requirements
- Proven experience as a Relationship Management or Customer Success Professional with onboarding/implementation responsibilities, or as a Consultant with a SaaS provider – ideally with a finance focus.
- Excellent communication and interpersonal skills, with the ability to work closely with clients and cross-functional teams.
- Strong problem-solving skills and attention to detail.
- Willingness to work some later hours to accommodate US based clients.
- Prior knowledge of the M&A and Private Equity landscape a big plus.
Benefits
- 24 days PTO and bank holidays
- Excellent commission structure
- Enhanced parental leave
- Wellness days and incentives
- Matched 401k
- Health and dental plans
- Birthday day off
- Employee assistance program
- Travel loan scheme
- Charity days
- Breakfast provided in the office
- Social events throughout the year
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