Customer Success Manager New York

Responsibilities :

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• Understand our solution end to end in order to manage the customer relationship from contract signature onwards. This includes customer onboarding and helping them get live with our solution.
• Collaborate with sales to set up new processes to ensure a smooth handover upon contract signing.
• Act as a trusted advisor to customers and successfully establish relationships throughout the customer’s organization.
• Obtain customer feedback and partner with product and engineering teams to identify and prioritize new feature requests and integration opportunities.
• Own any problems you discover along with the solution to these problems.
• Maintain project timelines - setting and balancing expectations - identifying risks to timeline throughout and mitigating with customers or internal teams when necessary.
• Build and maintain relationships with Financial Institutions, from executives to product teams and developers; be viewed as a subject matter expert.
• Partner with our sales team to identify expansion and up-sell opportunities, new use cases, and play a key role in renewing enterprise customer contracts.

Who You Are :

Baselayer is looking for a results-driven individual passionate about innovative technologies in financial services. You don’t need to code but are familiar with systems integrations and web technologies (i.e API, etc).

• Communicate clearly and effectively across all levels of client and internal teams, unafraid to ask clarifying questions, or offer your opinion.
• We are a low ego team - it’s imperative that you are comfortable receiving feedback frequently and on the spot, and that you are also comfortable providing feedback when you see areas for improvement.

It’s crucial that feedback remain constructive and tactful.

• You have 3+ years experience as a Customer Success Manager or Delivery Manager with a related product surface area.
• You have a consultative style, and are passionate about providing exceptional experiences to your clients by understanding and delivering on their objectives.
• You automatically employ project management best practices from risk management to communication strategies.
• You demonstrate a drive and ability to achieve goals in a fast-paced, deadline-driven environment and are highly adept at balancing and running multiple priorities.
• You have outstanding interpersonal skills, both verbally and via email. You should have a knack for explaining complex concepts in a straightforward, clear manner.

Company Culture :

Baselayer is dedicated to a vibrant and diverse company culture. We offer a variety of co-working options, with 2 3 days in office together, and optional company social events.

It’s important to us that your physical and mental health are taken care of. To that end, we provide excellent healthcare, dental, and vision, and paid time off.

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