Client Success Manager

1 month ago

Cape Town, South Africa IDR Group Full time

We are a rapidly scaling, regulated fund services and technology (fintech) company. Our vision is to be the trusted hub of the private markets, allowing investors to authenticate once across all of their private equity investments. We deliver efficiently, accurately and on time through our web platform which we develop in-house.

We operate as #OneGlobalThread in line with our values: We **challenge** the norm, we **change** the way we think and work, by **connecting** systems and people, while **committing** to our vision and each other. We are now looking to recruit an experienced Client Success Manager to join our global team.

**Position Overview**:
The Client Success Manager is responsible for owning the end to end client experience. This is primarily focused on client onboarding but includes ensuring our clients follow a structured process throughout their relationship with IDR. You will be working as part of our a newly created client success team, reporting to the Head of CRM. Client success are responsible for handling operational escalations, working with our operations and technology leads to ensure we’re delivering on client expectations, and project managing any ongoing client work. We aim to give our clients a white glove customer experience, and this needs to be standardised for all clients globally. The Client Success team was introduced in September 2023 and it's pivotal as we evolve the process in line with our growth. The Client Success Manager will have previous leadership experience within Client Success, project management, and onboarding. The role is heavily customer facing, and involves a high degree of stakeholder management experience.

**Responsibilities**:
**People**
- Own and scale the client success process with some of our top tier clients, across Europe and the US.
- Comfortably manage major global clients through the implementation process, educating stakeholders on process alignment, best practice and integration.
- Actively encourage a culture of continuous improvement through new ideas.

**Process**
- Develop the client implementation journey, standardising the approach for all clients
- Work with and evolve our existing client success team to support client growth across the US and Europe
- Work closely with the Head of CRM to manage stakeholders and educate clients on best practices
- Demonstrate knowledge of Private funds and their structures in order to gain credibility with clients and understand processes across KYC, Subscription and Tax.
- Support the Head of Operations, other team leads, and senior members of the business as required.
- Identify areas for continuous process improvements

**System**
- Maximize the use of technology in all processes to control risk and improve efficiency.
- Understand the system design and suggest technology improvements in pursuit of efficiency.
- Own process change and development to maximise visibility for clients, and reporting purposes.

**Management**
- Manage a defined set of clients, within the parameters of the client success team framework.
- Show effective client and stakeholder management
- Adhere to regular reporting of performance using pre-defined indicators
- Hit internal KPIs and report performance to the Head of CRM and Head of Operations

**Qualifications**:

- Project management and stakeholder management experience would be beneficial
- Leadership experience and ability to handle a team in multiple locations
- Client Success or Client Management experience is essential
- Fluent spoken and written English
- Presence and confidence
- Methodical with an organized and self-starting approach to work
- Good working knowledge of Excel and be technology driven
- Experience dealing with clients and stakeholders

**Nice to have**:

- Project Management, ITIL and KYC qualifications are preferred but not essential
- Oversee a competent and knowledgeable team who meet or exceed clear metrics
- Continuously improve systems and processes that are understood by all staff
- Deliver clear customer implementation timelines and consistent experiences

**About you**:
We are one, global team who live by our culture and demonstrate IDRs values in everything we do. We hire people who:

- Work efficiently and accurately within defined processes
- Proactively suggest process & system improvements to maximize efficiency
- Take initiative and are approachable to all staff
- Are an excellent communicator, self-starting & capable of work with light supervision
- Are competent & knowledgeable team members who understand both system and process
- Maintain strong relationships with management, ensuring discretion is adhered to at all times

Being part of the #IDRTeam provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We’re not a big corporate. Everyone has an important rol

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