Client Success Manager

The Role

You will be joining the Customer Success Team, focused on Duco’s Buy and Sell Side Tier 2 financial services customers. Reporting to the Head of Customer Success, Americas, your ultimate goal is to drive further adoption of the Duco platform, both through existing and new use cases.

Primary Responsibilities

Lead Duco’s Tier 2 Accounts, enable them on the Duco platform and help them achieve their desired outcomes

• Resulting in product adoption, increased usage, retention and accelerated growth.


• Understanding  the customer’s business objectives and articulating value realisation back to the customer.


• Identify opportunities for expansion, services and training. Partnering with account management to build a business case.

Build and maintain trusted advisor relationships with relevant and senior stakeholders

• Lead governance meetings with the relevant and senior stakeholders.


• Handle strategic account conversations and guide Senior Stakeholders on industry best practices.

Develop robust knowledge and understanding of Duco’s Product Offering

• Firm understanding of how Duco can help solve our customer’s pain points and drive value.


• Perform demos and training on Duco’s modules/offerings and connect the dots on how different parts of Duco can help address customer needs.


• Hold customer workshops, providing stakeholders on industry and Duco best practices.

Be the voice of the customer within Duco. Collaborate cross-departmentally to drive Duco to help our Sell Side clients achieve their desired results and deliver value

• Work closely with Product leadership to drive the strategic roadmap


• Partner with Professional Services to deliver implementation and growth projects

We are looking for someone with:

• 5 to 7 years’ experience in financial services, preferably  in financial services software customer success or middle office operations and transformation roles within financial institutions


• A track record of success in Tier 2 Buy and Sell Side organizations


• An understanding of capital markets or post trade technology


• Awareness of relevant financial market regulations such as CFTC, SFTR, EMIR, and Trade Reporting


• Strong presentation and communication skills so that you can explain concepts and user stories with confidence


• Approach problems with a practical mindset, focusing on realistic solutions that are both effective and efficient.


• Ability to travel 25% of the time

Benefits:

• An annual base salary between $110,000 and $130,000 based on experience and qualifications


• Competitive Bonus plan based on GRR and other metrics


• Healthcare Insurance and all ancillaries with one fully-paid HDHP option


• 401(k) Retirement Plan with 4% company match, fully vested immediately


• Unlimited annual holiday, because we trust our people to manage their own time off


• Enhanced family leave


• Employee Assistance Program


• Commuter benefit


• 4 Volunteering days off


• Hybrid working policy (3 days per week in office)


• Personal learning and development opportunities 


• Referral bonus if we hire someone great who you’ve recommended to us


• Spot Rewards


• Employee of the Month and Employee of the Year awards


• Six weeks work anywhere in the world