Client Success Manager - Enterprise Clients (Financial Services)

About Corastone:

Corastone (formerly ) is a rapidly growing US-based financial services technology firm disrupting the private investment markets. Our purpose is to unlock the potential & possibilities of the alternative investment marketplace for investors (all counterparties) through innovation technology and market expertise. We enable broadened access and facilitate greater investor participation by delivering modern innovative financial operating infrastructure & technology solutions for trading in alternatives based on private-permissioned blockchain technology solutions for market participants.

Position Overview:

We are seeking an experienced and highly motivated Client Success Manager to join our growing team. This role is fundamental in ensuring that we comprehensively understand the objectives of our enterprise clientele and will create and execute strategies to meet those objectives. As a Client Success Manager you will rely on your strong technical and communication skills being a resource for both customers and colleagues while continually advocating for the needs of our clients. Succeeding in this role means ensuring that both new and established clients can onboard integrate and interact with Corastones technology without friction.

This role will manage long-term customer relationships to the point of becoming a trusted advisor and act as the primary point of contact for clients to drive engagement satisfaction and long-term success. The ideal candidate has a deep understanding of cross-audience communication and can ensure that technical executive and operational teams are able to communicate effectively and without context lost in translation.

In this role you will:

• Facilitate new client onboarding including maintaining regular and consistent communication understanding core requirements engaging with client integration and technology teams and collaborating with internal Development resources;
• Gather and analyze client feedback to drive continuous improvement in service delivery. Serve as the voice of the customer within the company providing feedback and insights to help shape product development and improve overall client experience;
• Serve as the primary point of contact for client escalations resolving concerns promptly and effectively to maintain high levels of satisfaction;
• Escalate system-wide issues to the product team and collaborate closely with sales product and support teams to ensure a unified approach to client success and continuous improvement;
• Perform a variety of complex tasks utilizing discretion and independent judgment to support core clientele;
• Translate Client organization goals into actionable project plans and execution strategies monitoring their effectiveness and pivoting when necessary;
• Develop playbooks and documentation supporting client workflows pipelines and integrations;
• Investigate troubleshoot and report potential product defects or high-impact improvements.
  

About you:

• Experience: 5 years in client-facing technical roles providing high-level support;
• Skills: Exceptional communication presentation and interpersonal skills. Ability to build strong relationships with executives and manage complex client interactions;
• Exceptional critical thinking and problem-solving skills with a proactive approach to identifying and addressing client needs and challenges;
• Able to prioritize work activities use time efficiently and work through large projects in a self-motivated manner;
• Mastery of general troubleshooting methodologies and procedures;
• Continually learning and adapting to new and emergent technologies;
• Proven ability to relate to and understand client viewpoints and experience;
• Unflinching positive and friendly attitude even when dealing with difficult or less technical clientele;
• Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information;
• Willingness to experiment with new ideas and approaches;
• Strong organizational skills - able to prioritize and to use time effectively in an unsupervised fashion managing multiple activities and shifting priorities;
• Ability to acknowledge limits in knowledge and seek assistance when necessary;
• Ability to preemptively identify customer needs and tailor product solutions proactively.
  

Corastone is committed to being an Equal Opportunity Employer. We evaluate all applicants for positions without regard to race religion sex national origin age disability veteran status or any other characteristic protected by applicable federal state or local laws.

Required Experience:

Senior IC