We are seeking a highly motivated Customer Success Manager (CSM) with a passion for customers and an interest in Fintech/alternative investments. The CSM role sits between our client facing teams and our clients’ organization. This individual will serve as the Customer Advocate for Preqin’s strategic and high growth accounts. CSMs will prioritize our customers’ success above all else, own our accounts’ health, and work cross-functionally with all client-facing teams. The CSM will also have a thorough understanding of Preqin’s products and services and identify upsell opportunities for Sales, while nurturing the client relationship.
The CSM will effectively engage with contacts across all levels within clients’ organizations and thus develop a deep knowledge of their accounts, their clients’ industry/sector and business needs. As Preqin’s products and services grow, CSM’s will work to build interest within our user base, increase customer usage and engagement, identify upsell opportunities for the sales team, and ensure that our clients are maximizing value and continuously growing with us.
In this role you will:
Lead Onboarding for Preqin’s strategic accounts:
- Develop a deep understanding of our clients’ organizational structure, each users’ role, and day-to-day function
- Act as consultants and problem solvers. CSM’s will go the extra mile to understand the pain points in our users’ existing workflow, then strategize and train clients on how to reach solutions and desired outcomes by using Preqin products
- Discover ongoing opportunities to weave in Preqin’s products/services into our clients’ daily workflow
- Grow customer lifetime value by proactively engaging clients and serving as their advocate internally
- Nurture relationships with strategic accounts; drive ongoing education and continued value of our products and services. In-depth understanding of your Book of Business and how to provide value-added solutions
- Constantly fostering customer centricity within the Sales team and wider business
- Proactively and empathetically engage clients at risk, ensuring urgent client issues are resolved in a timely manner
- Discovering trends for churn, optimizing processes for danger accounts moving forward
- Collaborate with other business units (product, strategy, marketing etc.) to empower the overall client experience and streamline all client success efforts/processes
- Building strong relationships with your clients and help source testimonials, referrals, etc.
You are a good fit if:
- Minimum of 1.5 years' experience in Client Success or customer facing roles in the finance, SaaS, tech or related industries
- Must have a “Client-first” attitude
- Experience using Excel, Salesforce and/or other CRM tools is desirable
- Strong interpersonal communication and listening skills; comfortable on phone
- Comfortable travelling to visit clients within your remit
- Must have a can-do and problem-solving mentality
- Views existing friction points in the product and customer journey as opportunities for improvement
About Preqin
You will be joining the world’s leading data and insights provider for the alternative assets market. We empower the global financial community with critical information and leading analytics solutions to help them make faster and smarter investment decisions, and to make them with confidence. A forward-thinking company, we lead our industry through innovation. We trust in the power of data, and we use it to increase transparency in alternatives. We believe that access to information leads to more investment in the ideas and infrastructure that build strong communities.
