About Clockwork: Clockwork is the digital investment office for private markets. We offer technology and solutions for a range of private investors, currently totaling $6B+ in asset value across client portfolios. The company takes a technology meets service approach to support the needs of a diverse range of investor types and objectives via our proprietary platform, Clockwork Universe. Clockwork's clients include family offices & high net worth individuals, private funds, angel and syndicate groups, and other investors and advisors. Clockwork maintains its headquarters in Charlottesville, Virginia with offices in New York City, Mexico City, and Montevideo with a distributed team across investment specialists, business analysts, and product engineers and designers. Job Description: We are seeking an experienced and client-focused Client Success Manager to join our team. In this role, you will be responsible for ensuring a successful experience for all users throughout their relationship with Clockwork, consisting of private investors and their associated stakeholders. This will involve overseeing the onboarding process, leading platform implementation,, and managing day-to-day client inquiries. You will also analyze customer data to inform strategic decisions and improve overall client satisfaction. As a mid-senior level position, you will lead a growing team of 3, and be expected to take a proactive approach in identifying opportunities for improvement and driving client success initiatives. The ideal candidate should have excellent communication skills, a strong attention to detail, and a deep understanding of technology. Investment industry experience is not expected, but an interest in investing and business is definitely a strong plus, as this is a client facing role engaging with a sophisticated investor audience. Responsibilities:Product Expert: - Develop a comprehensive understanding of the Clockwork Universe technology platform and its applications through ongoing training and hands-on experience. - Use industry knowledge to become an expert in the platform, with a background in private investing being highly advantageous. - Stay updated on industry trends to continually enhance product expertise and provide informed guidance to clients.Onboarding Specialist: - Lead the onboarding process for new clients, ensuring a smooth transition to Clockwork Universe. - Conduct training sessions and create onboarding materials to help clients effectively use the platform.Client Support Specialist: - Manage client relationships through interactions via email, chat, and phone to address inquiries, concerns, and issues related to the Clockwork Universe platform. - Provide day-to-day support and ensure timely resolution of client issues.Clients and Users Analysis: - Analyze data to identify patterns, trends, and areas for improvement to inform product development and user engagement strategies. - Assist in preparation and delivery of client success reports to provide insights and recommendations to internal teams and stakeholders. - Monitor user engagement and proactively identify opportunities to improve satisfaction and retention. Requirements:
- Bachelor's degree in Business, Marketing, Engineering, or a related field.
- 5+ years of work experience, with at least a few years in a client success, customer support, account management or a related role, preferably in a technology company.
- - Proven track record of managing client relationships. - Excellent communication skills, both verbal and written, with the ability to empathize with users and actively listen to their needs.
- Strong attention to detail and ability to multitask effectively.
- Strong problem-solving and analytical skills, with the ability to make data-driven decisions.
- Familiarity with technology tools such as Intercom, CRMs, Excel, Notion, Loom, others.
- Positive attitude and strong interpersonal skills, with the ability to build rapport with clients and the Clockwork team.
- Strong organizational skills and ability to prioritize tasks effectively.
Join our team at Clockwork and help us empower private investors with cutting-edge technology and unparalleled support. Apply today to be a part of our journey to revolutionize the investment landscape.