Client Success Operations Lead

Versana•Raleigh, NC

12d

About The Position

Versana is an industry-backed fintech company focused on improving the syndicated loan market. The Client Success Operations Lead, reporting to the Director of Product Operations, will collaborate with Product and Go-To-Market (GTM) teams to ensure the operational success of Versana's new product launch. This role involves managing product demonstrations, client onboarding, account activation, and maintaining high-quality documentation to support the growth of Versana's new product.

Requirements

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.
Lead and mentor other client success associates.
Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plans.
Develop and implement the ideal customer journey for a new product.
Provide direct client training to drive adoption of Versana’s self-service technology solution.
Partner with the Director of Product Operations and Head of Product 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 product’s launch.
Address queries from Agents and Lenders around the new product’s process and workflow, from loan and amendment documentation, system queries to process of the new product’s capture.
Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existing processes.
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.