COMPANY OVERVIEW
Our Mission is to make compliance for Banks and FinTechs easier by providing innovative AML compliance software, protecting Banks & FinTechs against $Multi-Billion fines by changing the way that AML Transactions Monitoring is done.
JOB OVERVIEW
We are looking for a Client Success Executive to join our the DX Compliance Team to provide enterprise-level assistance to our customers.
Responsibilities
- You will be responsible for a selection of customers from the moment of go-live. You will make sure all their risk controls are implemented by working closely with our team of support engineers.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Create how to guides
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- As product specialist, you will use this knowledge to effectively guide customers towards their desired outcomes
- You will train and advise our customers to effectively use our solution
- You will respond within the SLAs to the customer queries and suggestions via the customer ticketing system and triage this to the wider team as needed
- Be a trusted advisor and facilitator for our customers while partnering with our internal teams – Sales, Product and Engineering – to help customers get maximum value from implementing DX Compliance AML Transactions Monitoring.
- Strive to make every customer become an advocate for DX Compliance
- Identify, track, and improve the health status of each of our customers
- Develop best practices for customer growth to ensure ongoing customer success.
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
Skills and Experience
- 2+ years of work experience in a relevant field (preferentially Customer Success for a B2B Software).
- Financial services (bonus for Reg/Fin-Tech) and/or Risk & Compliance industry experience.
- Proven track record of driving a process or project.
- BS degree in Information Technology, Computer Science or relevant field.
- Familiarity with remote desktop applications and help desk software (eg. Zendesk
- Detail oriented, structured, data driven.
- Strong analytical and problem-solving capabilities.
- Client success obsessed, commercially savvy, and endlessly curious.
- Solid understanding of technology.
- Strong communicator and team player & ability to work with cross-functional teams to deliver a common goal.
- Excellent in English written and verbal communication.
- Organisational and time management skills.
- Comfortable working in a fast paced, dynamic environment.
- Comfortable working in shifts.
- Excellent problem-solving and communication skills.
Plus points:
- Familiar with Customer Support platforms like (Zendesk, Jira).
- Experience in using Postman is a nice to have.
BENEFITS
- Competitive salary
- Remote or Hybrid Work options
- Partime-work option
- Laptop of your choice
- Monthly social events and team off sites
- Free barista coffee, snacks, fruits & a vibrant community.
- Regular networking events, mentoring events and conferences.
- Freedom to explore the latest tools and technologies.
- Company knowledge-sharing activities.
