Customer Onboarding & Success Expert

We are looking for a customer onboarding & success expert to ensure a smooth onboarding experience for new clients and drive ongoing engagement with our platform. This role involves understanding customer needs, assisting with product setup, and proactively supporting them to maximize the value of Finesse. You will play a key role in frictionless onboarding, reducing churn and fostering long-term customer relationships.

Responsibilities:

• Attend Sales calls and demos: Attend sales calls and demos with prospects, understand and note down key requirements and takeaways.
• Onboarding and Implementation: Guide new customers through the onboarding process, including account setup, platform training, and initial troubleshooting.
• Customer Training: Conduct live demos, webinars, and one-on-one training sessions to help users understand Finesse's features and best practices.
• Customer Success and Support: Serve as the primary point of contact for clients, addressing inquiries and ensuring quick resolution of issues.
• Retention and Engagement: Monitor customer usage, identify potential churn risks, and proactively engage with users to ensure they derive value from Finesse.
• Feedback and Product Enhancement: Gather insights from clients and collaborate with the product team to enhance features and improve user experience.
• Process Improvement: Continuously refine onboarding and customer success strategies to improve efficiency and satisfaction.

Requirements:

• 2+ years of experience in Operations within a Wealth Management firm or Asset Management
• Company (AMC), or Registrar and Transfer Agent (RTA).
• Strong understanding of financial products, wealth management, or investment advisory processes.
• Deep understanding of how the Mutual Fund ecosystem operates for a Wealth Manager.
• Skilled in Microsoft Excel with capabilities of handling and process large datasets and using formulas.
• Excellent communication and interpersonal skills, with the ability to build strong client relationships.
• Proactive problem solver with a customer-first mindset.