Top 3 Management consultancy are looking for a Senior Account manager to join their global product group. The role is to manage their customers experience on their new Private Equity &MA software product. Financial Software product experience is desirable.
Account management
- Serve as the point of contact for all customer account management matters
- Build and maintain strong, long-lasting customer relationships and develop trusted advisor relationships with users
- Proactively check-in with users to understand user needs, usage profiles and provide advice on optimal platform usage, ensuring users are realizing full product value
- Prepare reports on account status
- At lower scale usage, serve as first-line support (particularly during deployment phase) for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate
- Support customer support and success activities for assigned accounts, e.g. ensure seamless onboarding and resolution of customer requests
40%
CEPRES and DealEdge subject matter expert
- Act as point of contact for requests related to DealEdge
- Support integration of client-ready DealEdge output into pre-diligence processes and diligence casework, as well as custom analysis; working alongside dealedge Specialist, augmenting capacity to serve this work as needed
40%
Support for marketing, sales, and onboarding activities
- Own creation, curation and ongoing management of software demo and training materials, including structure, delivery methodology, materials and other collateral (e.g. videos)
- Coordinate creation of marketing materials, e.g. marketing videos and collateral for internal/external marketing
- Selectively supports sales team in providing demos to potential customers
10%
Product operations and improvement
- Proactively collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap
- Work closely with product team to triage/support enhancements requested by users, advocating for clients within the product team and managing client expectations/communication
- Monitor financial and usage profile of software
- Coordinate and perform user-acceptance testing for new releases and updates
- Work with Product Manager to design and implement new services
- As we scale, assist in the development of tooling, processes and documentation to improve support services
10%
100%
Qualifications
Education
Degree level and area of specialization needed for the performance of this role’s Essential Functions
Required
- BA/MSc or equivalent undergraduate degree
Preferred
- Degree in finance, economics, business administration, or software-related subject (e.g. Computer Science, Information Technology)
Experience
Typical number of years/type of experience
Include the required number of years of overall experience as well as years of experience in a particular function (if applicable).
Required
- 5-7 years working in software customer success or technology or finance consulting
- At least ~2 years in customer/client advisory role
- Experience in Private Equity, Finance, or similar industry
Preferred
- Experience in consulting industry
Knowledge, Skills, and Abilities
Include specialized background and key competencies needed to perform the role.
Required
- Ability to quickly pick up and apply complex topics
- Strong abilities in problem definition and problem solving
- Excellent oral, written, and PowerPoint communication skills
- Proven ability to work effectively in diverse and distributed teams
- Ability to work well with all levels within the company and client
- Ability to lead interactions with senior stakeholders
- Facility to discuss technical issues with a non-technical audience
- Comfort working independently and/or remotely from supervisors in a fast-paced environment
- Willingness to travel to client and team locations
