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Finalis is building the largest investment banking platform in the world. 

We deliver a one-stop-shop to engage with and drive results for independent M&A advisories, placement agencies, and boutique investment banks. Finalis provides a network for them to synergistically collaborate with each other. We are replacing a fragmented and rigid infrastructure with a unified and customizable white-labeled platform that enables the next generation of dealmakers to win and close more deals. 

Join us in disrupting the securities industry, for good. 

Job Description:

Finalis is a fast-growing tech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re looking for a Customer Success Associate who will roll up their sleeves and support our team from inside the trenches. As a key member of our customer success team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant account management or sales experience and a demonstrated record of success.

A Customer Success Associate develops and maintains long-term business relationships by serving as an internal advocate and client liaison. Typically a “people person,” by nature, they have a hybrid of soft and hard skills required to master technology and manage customer relationships. These professionals are driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The best Customer Success Associates demonstrate superb communication, organization, and time management skills, and are able to effectively handle a number of erse and complex problems at the same time.

Responsibilities:

• Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

• Assist in planning and development of corporate communication strategies

• Assist in developing new media communication strategies

• Provide logistics, planning and preparation support for company communication events

• Assist in developing multimedia projects (videos, presentations, infographics, webinars, virtual event platforms, podcasts, web meetings, etc.) that promote awareness and understanding of all aspects of our work to both members and external audiences

• Monitoring and analyzing current events in the sector

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

• Maintain existing customer success metrics and data as directed

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

• Colley documentation or visuals for client to demonstrate performance of campaigns; analyze trends in a-borate, problem solve, and/or strategize upcoming client meetings with team members

• Prepare necessary C-Sat/NPS scores to identify areas of improvement

• Work with the sales and marketing team to drill customer references and develop case studies

Requirements:

• 3-5 years of experience in communications, marketing, sales, account management, or customer success

• Strong verbal and written communication, strategic planning, and project management skills

• Analytical and process-oriented mindset

• Comfortable working across multiple departments in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Bachelor’s degree

• Proficient English Level

• Experience using CRM software and project management tools

• Event planning experience a plus