Customer Success Associate

Mako Financial Technologies; Canada; Remote; CAD 65,000 - 100,000; Full time

Benefits offered by this job

Top-tier compensation including commm?

Job summary

Mako Financial Technologies is seeking a Customer Success professional to collaborate with wealth and finance clients across Canada. You will own the customer relationship, drive adoption of our cloud platform, and help clients grow their operations through automation and best practices.

Reporting to the Chief Revenue Officer, you will conduct regular reviews, identify cross-sell opportunities, and maintain accurate account records while ensuring high CSAT and low churn.

Qualifications

• Strong knowledge of wealth and finance.
• Bachelors degree in computer science, math, physics, engineering, or finance from a major Canadian university.
• You have enthusiasm and great communication skills to support clients and nurture relationships.
• You possess the ability to learn and retain technical knowledge quickly.
• French fluency is a strong asset.

Responsibilities

• Grow happy customers across Canada by owning the customer relationship.
• Maintain a real time understanding of customers and their adoption of the platform.
• Help customers identify opportunities to improve operations via automation configurations on Mako.
• Become a Mako subject matter expert to define best practices and champion ideas with internal teams.
• Perform regular reviews with customers on goals, obstacles, insights and opportunities.
• Collaborate with sales to identify cross-sell and upsell opportunities.
• Identify adoption challenges, CSAT risks and churn indicators.
• Resolve complaints and improve processes to prevent issues.
• Maintain accurate account records, invoices, contracts updates and renewals.

Skills

Wealth/finance knowledge

Communication

Learn quickly

French language (asset)

Education

Bachelor's degree in computer science, math, physics, engineering, or finance

Job description

Are you passionate about finance and technology? Are you a great communicator and networker? If so, this position offers you the opportunity to leverage both of these skills! This is your chance to join a Fintech start-up experiencing growth and scaling quickly!

Company

Mako is a top fintech firm, building software to bring top asset managers into the cloud.Our SaaS platform allows firms to onboard new clients and grow their AUM faster with smart automation and great user experience.

Wefre the leading solution in a fast-growing segment that has become a must-have in the wealth industry, and weve ridden our product leadership to profitability, a team of 60 and market leadership.

As we expand our business to domination across Canada and international expansion, were looking for someone to join our Customer Success team, amaze our clients and build great things with us.

The Job

This means, reporting directly to the Chief Revenue Officer, your job will be:

• Help us grow our happy customers across Canada by owning the customer relationship;
• Maintain a real time understanding of your customers and their adoption of our platform;
• Help customers identify new, innovative opportunities to improve their business operations via custom business process automation configurations on Mako;
• Become a Mako subject matter expert to help define new best practices to solve customer needs and champion these ideas with our internal teams;
• Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities;
• Collaborate with sales to identify opportunities to cross-sell and upsell customers on additional solutions;
• Identify customer adoption challenges, CSAT risks and other indicators of churn risk;
• Resolve complaints and prevent additional issues by improving processes;
• Maintain accurate account records, keeping track of any invoices, contract updates and renewals.

Requirements

• Strong knowledge of wealth and finance
• Bachelors degree in computer science, math, physics, engineering, or finance from a major Canadian university
• You have enthusiasm and great communication skills as you will need to support our clients and nurture that relationship.
• You possess the ability to learn and retain technical knowledge quickly.
• French fluency a strong asset

Location

• Remote in Canada

Why you should want this job

• Top tier compensation including commission and equity