Senior Customer Success Manager, Enterprise (East Coast)

Juniper Square

85d • $140,000 - $180,000

About The Position

Juniper Square’s Customer Success team helps clients optimize the value of our GPX software product and ensures client satisfaction throughout the customer journey. You will be responsible for developing strong strategic relationships with client executive decision makers to ensure they receive the full value of their investment leading to full adoption/utilization, retention, and account growth. You will act as a trusted advisor to your customers, learning their business needs and working with our consulting and support teams to craft unique solutions and execute on client goals. In this role, you’d work with some of Juniper Square’s largest and most complex clients, giving you unique insight into industry trends and product needs that drive our product roadmap. You’d also partner with Sales on opportunities to deepen the client relationship with additional products and Fund Administration services. This is an exciting opportunity to create long-lasting relationships with some of the largest private capital market clients worldwide while acting as their advocate and ensuring their needs are met across all of your cross-functional partners within Juniper Square. An ideal candidate will be ambitious, detail oriented, organized, and results-oriented. You will need excellent communication skills in order to demonstrate empathy for your clients as well as decipher client asks from needs. You are excited to tackle new challenges, embrace opportunities to learn, and are passionate about the client experience. This role is based on the East Coast to best support our customers’ needs.

Requirements

• 8+ years of experience in a relevant client-facing role, client success preferred
• Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred
• Proven experience of translating business requirements into actionable success and delivery plans, including change management
• Experience building relationships with decision makers and influencers, including C-suite
• History of success tackling difficult client or company challenges with measurable results
• Strong client communication skills, both written and verbal
• Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
• Has a history of managing large, complex clients, projects, and cross-functional teams
• Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
• Driven to take on new projects and identify new initiatives independently
• Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
• Bachelor's degree or equivalent years of professional experience
• Open to traveling for client visits, user groups, and company events

Responsibilities

• Develop deep relationships with your clients, including key business executives and power user advocates
• Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
• Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
• Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
• Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
• Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
• Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
• Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
• Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives
• Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
• Meet with clients in person for high-impact activities, like annual business reviews and client events

Benefits

• Health, dental, and vision care for you and your family
• Life insurance and disability coverage
• Mental wellness coverage
• Fertility and growing family support
• Unlimited vacation in addition to company paid holidays
• Paid family leave, medical leave, and bereavement leave policies
• 401k retirement savings plan
• Healthcare FSA and commuter benefits programs
• Allowance to customize your work and technology setup at home
• Annual professional development stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees