Client Operations Manager

Dealstack is a SaaS platform that powers private equity. Private equity deal making remains manual, chaotic and backward. Our goal is to end these outdated practices and to become the new collaboration standard in the industry. Dealstack is built by PE, for PE. Founded by experienced professionals from within the industry, our solution sits at the intersection of SaaS, fintech and legaltech.The role presents an exciting opportunity to join a high-growth tech company delivering new innovation to a fast-moving industry. Being at the frontline, you will engage daily and serve PE lawyers, investment professionals and senior management at portfolio companies. You will have the opportunity to help shape how we do things and build the best processes and experience for onboarding and serving our clients, so that they get the best out of our products and trusted relationships are established. Dealstack’s growing client base requires dedicated ownership of scaling support operations. We need a liaison between customer success, product/tech to build solutions to support customer experience and drive efficiency in commercial team. A combination of customer service, customer success and account management approach, along with strong interpersonal and project management skills are must haves. Project management and strong communication skills, both written and verbal, are essential for corresponding with clients, and effectively communicating with them. Attention to detail is crucial, as even minor errors can have significant consequences. Critical thinking and problem-solving abilities are also highly valued, as you will have to find the best, and sometimes creative solutions for the diverse requirements that our clients have. 

Responsibilities to include:
Reactive: 

• Client onboarding & implementations: additional resource for client onboarding and new programme rollouts. 
• Customer support: provide ongoing support, troubleshoot issues, etc. 
• Customer success: maximum satisfaction and ensure retention. 

 
 
Proactive: 

• Customer success & account management: With Head of Business Development’s support, spearhead the development of enterprise level success and account management strategy & processes: successful onboarding, sponsor hook strategy and referrals, relationship management, upselling/cross-selling, client feedback, renewals. 
• Knowledge base & self-service: develop guides, FAQs, and resources to remove common queries and scale CS. 
• Product/tech liaison internal and external requirements: develop good processes for gathering client feedback, work with product/tech on requirements and prioritisation (enterprise level organisation)

• Have a 3-5 years legal experience in customer success, operations, or implementations (SaaS/tech preferred) or Paralegal / junior lawyer.
• Project management (client-facing implementations). 
• Process improvement and automation (e.g., Zendesk, CRM tools). 
• Technical aptitude (can bridge gap between clients and product/tech).
• Strong communication and documentation skills. 
• Ability to work and thrive handling large, complex data sets. Processing data, spotting patterns and inconsistencies is a must.  
• Proficient Excel user, particularly using functions such as: vlookup, index, match, sumif 
• Meticulous attention to detail (particularly essential!) with clear documentation and communication working with data at a high level of detail.
• Inquisitive mind, critical thinking and constant urge to solve problems.
• Attributes: proactive, energetic, problem-solver, detail-oriented (for onboarding and client comms/interaction, able to multitask and pivot between different initiatives. Accept that there will be lots of admin/menial tasks daily.