Client Success Operations Associate
About The Position
Versana is an industry-backed fintech on a mission to make the syndicated loan market better. By digitally capturing agent banksâ data on a real-time basis, Versana provides unprecedented transparency into loan level details and portfolio positions, bringing efficiency and velocity to the entire market. Through our platform, participants can rest assured they are accessing the loan marketâs most credible source of deal information. The Client Success Operations Associate reporting to the Head of Product, Client Success will partner closely with Product and Go-To-Market (GTM) teams to support the operational success of Versanaâs new product launch. This includes driving execution across product demonstrations, client onboarding, account activation and maintaining high quality documentation to support the scale of Versanaâs new product.
Requirements
- 3 to 5 years of experience in the Syndicated Lending market with a sound understanding of products and processes for both the primary and secondary lifecycles, is highly desirable.
- Prior experience with customer success in a start-up environment.
- Strong problem solving and analytical thinking skills, with a willingness to dive into details.
- Excellent communication and presentation skills.
- Detailed knowledge of process planning.
- Experience in customer facing role highly desirable.
- Exposure to CRM platforms to track and follow up on customer requests.
- Understanding of financial products (must have).
- Comfortable engaging with personas at all levels at buy side and sell side firms.
Responsibilities
- Actively drive client participation and engagement to support a new Versana product launch.
- Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plans.
- Passionate about developing and implementing the ideal customer journey for a new product.
- Provide direct client training to drive adoption of Versanaâs self-service technology solution.
- Coordinate efforts with the Head of Product, Client Success with Go-to-Market (GTM) execution for Versana new product launch, including Agent Bank and Lender onboarding, product demonstrations, documentation gathering, account activation.
- Provide ongoing support to new clients with training and manual processing of the new productâs launch.
- Address queries from Agents and Lenders around the new productâs process and workflow, from loan and amendment documentation, system queries to process of the new productâs capture
- Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existingprocesses.
- Adhere to internal and external onboarding and new product related SLAs, where applicable.
- Ensure that all operations comply with industry regulations, data security standards, and risk management protocols.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
