ACA Compliance Group Holdings, LLC

  • Senior Customer Success Manager

    Job Locations US-New York
    Job ID
    2018-1181
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Founded by former SEC examiners and state regulators, (“ACA”) is a leading provider of regulatory compliance products and solutions, cybersecurity and risk assessments, performance services, and technology solutions to regional, national, and global firms in the financial services industry. With offices worldwide, ACA clients include leading investment advisers, private fund managers, commodity trading advisors, investment companies, and broker-dealers. With over 900 combined investment management clients and over 20 global locations, ACA is a premier place to take the next step in your financial technology career.

    ACA is looking for a proven Customer Success leader to manage our Customer Success Team as well as get hands-on with our clients to ensure that they are happy, excited and successful with using our products. We’re looking for a dynamic, action oriented leader who has built client relationships from the ground up and has experience leading a team.

    This position reports to a Partner in ACA Technology but will be cross functional, working closely with the sales, product and support teams

    Responsibilities

    Delivering Value for our Clients:

    • Responsible for the onboarding, growth and cultivation of client relationships leading to long term stickiness
    • Act as a trusted business partner for our client base and a champion of their needs
    • Help drive adoption of new products and features
    • Oversee the escalations process for client issues
    • Help refine and evolve the client on-boarding process

    Grow and Retain Client Relationships

    • Use our Customer Success software to identify usage metrics and trends to drive adoption as well as track onboarding’s
    • Work hand in hand with the Customer Success Team to implement regular business reviews with clients

    • Identify potential “at risk” clients to address issues and minimize churn

    • Help optimize the customer lifecycle and work with sales to refine our renewal and upsell strategies.

    Manage the Customer Success Team

    • Foster collaboration and communication across the team to share best practices and tackle client specific and product-wide projects

    • Evaluate staffing needs and help recruit and retain top talent

    • Ensure that the Customer Success Team understands our customers’ business needs and objectives and have the resources they need to be successful

    • Run weekly team meetings

    • Encourage an environment of continuous learning and development across the team

    Inspire success across ACA

    • Create company-wide customer focused culture across the organization

    Who You Are

    • A proven leader, exceptional communicator, and self-starter

    • A track record of working in a client facing environment and leading people

    • A positive, proactive team player with a passion for customer success

    Qualifications

    • 8-10 years of experience in a B2B environment with preference for customer success, account management, implementation, or a consulting background
    • 2+ years managing high performing teams
    • Excellent communication, interpersonal and customer service skills  
    • Organizational, project management and strategic planning skills  
    • Occasional travel
    • Totango experience a plus
    • Financial Services industry experience a plus 

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