fundcraft

Customer Success Manager

• Manage and guarantee secure and seamless platform access for external clients and internal team members.
• Coordinate and manage the client shared mailbox, ensuring all inquiries are addressed or delegated to appropriate teams within agreed response times.
• Regularly update and manage Slack channels and other internal communication tools to ensure alignment and efficient collaboration.
• Draft, prepare, and distribute client communications related to platform updates, new features, and other key announcements in a timely and professional manner.
• Maintain and update client data and information within the platform, ensuring records are accurate, comprehensive, and aligned with compliance requirements.
• Assist in the development, refinement, and documentation of client success processes, tools, and templates to enhance operational efficiency.
• Respond promptly and professionally to client inquiries and requests, escalating complex issues when necessary.
• Provide initial troubleshooting assistance to clients and coordinate with technical teams for advanced support needs.
• Work closely with team members and cross-functional units to align on goals and deliverables, fostering a cohesive and client-focused approach.
• Track, monitor, and ensure timely delivery of client commitments in line with established standards and agreements.
• Contribute to initiatives aimed at enhancing client satisfaction, including identifying areas for improvement and proposing actionable solutions.
• Support the ongoing training and mentorship of other junior team members, promoting a culture of growth and collaboration.
• Actively foster a supportive and productive work atmosphere, encouraging collaboration, innovation, and shared success.

Client Success Associate