The Customer Success Associate (CSA) is responsible for growing standard accounts by working with clients, engineering, product, and commercial teams to understand and implement an ever growing set of use cases. The CSA manages the day to day client interactions to ensure they receive the highest value and are always engaged. The CSA is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts.
Responsibilities
- Independently lead day-to-day interactions with clients.
- Act as the client's go-to advocate and navigate internal processes and the client to provide a high level of customized service for the client.
- Strategically build the client’s ability to operate the platform in a self-service manner for any use case by providing actionable recommendations.
- Develop a perspective on the viable use cases of the products for each client and establish new use cases wherever possible.
- Run a reliable and organized account process that stays on top of deadlines and is capable of seamlessly introducing new revenue growth initiatives.
- Additional responsibilities as and when required by the business
- Track and communicate commercial and technical blockers for client success on the products, including the commercial impact of client needs to influence the internal allocation of Product Resources
- Support sales in discussions regarding renewal of contracts, with support from management to establish appropriate commercials and achieve client senior leadership buy-in
Required Experience
- Ability to learn quickly and understand Securities Finance products
- Ability to learn the platform and be able to demo and train users on it
- Ability to respond and escalate customer requests internally in a timely manner
- Ability to retain customers and grow a portfolio’s overall revenue value.
- Great communication skills and an ability to interact with potential users of the platform
- Tenacity to get in front of users, even when they may be reluctant to engage
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What We Do
Doran Jones Inc. (DJI) is the leading financial services Data Engineering and Application Development firm, specializing in Capital Markets, Risk, and Regulatory Compliance. We are US-based, helping our clients fill gaps in capacity and expertise, reduce risk, and accelerate change. Our leaders average over 25 years of experience in Financial Services and Technology. DJI is repeatedly engaged by the largest and most complex clients for our Agile transformation expertise and practical understanding of the critical relationship between data, architecture, and application development.
DJI has a mission to place more people from non-traditional backgrounds into sustainable technology careers. Through partnerships with non-profit technology programs in underserved communities and Veteran organizations, candidates transition from tech training programs into real IT careers at DJI. Our unique recruitment policy allows us to create exceptional teams, bringing a broad spectrum of experience to our company and creating anything but a traditional consulting firm.
DJI is a wholly-owned subsidiary of McLaren Strategic Ventures, a private equity firm, that invests in start-ups and scale-ups. They provide a full range of highly trusted domain consulting, advisory services, and innovative technologies globally. Doran Jones is able to offer a broad range of technology, deeper AI and machine learning tools, data intelligence, alternative resourcing capabilities, and capital access to invest and digitize at scale. Our clients benefit from this unique portfolio allowing them to accelerate the pace of their own digital transformations through innovative products and services designed around industry-wide issues.
