Customer Success Associate

Mako•Montreal, QC

2d•Remote

About The Position

This position offers the opportunity to leverage your passion for finance and technology, combined with your strong communication and networking skills. You will join a growing Fintech start-up and play a key role in the Customer Success team. After initial training with Solutions Engineers to gain a deep understanding of the product, you will transition to managing customer relationships, ensuring platform adoption, and identifying opportunities for clients to improve their business operations through Mako's SaaS platform. This role requires an existing understanding of wealth and finance, basic knowledge of Python or Javascript, and the ability to work effectively with senior client stakeholders.

Requirements

Strong knowledge of wealth and finance.
Bachelor's degree in computer science, math, physics, engineering, or finance from a major Canadian university.
Basic coding and debugging skills, such as Python, JavaScript, etc.
Enthusiasm and great communication skills to support clients and nurture relationships.
Ability to learn and retain technical knowledge quickly.
Data-driven mentality.

Nice To Haves

French fluency is a strong asset.

Responsibilities

Own the customer relationship to grow happy customers across Canada.
Maintain a real-time understanding of customers and their adoption of the platform.
Help customers identify new, innovative opportunities to improve their business operations via custom business process automation configurations on Mako.
Become a Mako subject matter expert to help define new best practices to solve customer needs and champion these ideas with internal teams.
Perform regular (weekly, monthly, and quarterly) reviews with customers on goals, obstacles, insights, and opportunities.
Collaborate with sales to identify opportunities to cross-sell and upsell customers on additional solutions.
Identify customer adoption challenges, CSAT risks, and other indicators of churn risk.
Resolve complaints and prevent additional issues by improving processes.
Maintain accurate account records, keeping track of invoices, contract updates, and renewals.