Client Success Manager

fundcraft; Paris; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Creative culture

Diverse workplace

Automation & Tech

Modern offices + perks

Job summary

fundcraft is seeking a Client Success Manager in Paris to establish and nurture long-term client relationships, ensuring the platform delivers value and meets operational goals.

You will onboard new clients, guide migrations, provide training, and coordinate with Transfer Agency, Fund Accounting, Compliance, and other teams to ensure timely service.

Based in Paris and reporting to the Head of Client Success, you will drive process improvements and automate client communications to scale success.

Qualifications

• Must have experience in fund accounting or fund administration.
• Digital-first mindset with familiarity of AI tools and emerging tech.
• Strong communication and project management abilities.

Responsibilities

• Develop scalable client communications with Product Development.
• Oversee response timelines and resolve escalated issues.
• Define standard processes for client meetings and coordination.
• Lead automation of repetitive tasks and workflows.
• Review updates, analyze risks, and propose adjustments.
• Identify data gaps and coordinate improvements with departments.
• Lead discussions with Product Development on client feedback.

Skills

Adaptability

Teamwork

Ownership

Domain understanding

Open communication

Execution focus

Job description

As a Client Success Manager, you play a critical role in establishing and maintaining long-term relationships with a portfolio of clients, ensuring they fully utilise fundcraft's platform to achieve their operational goals. Acting as the primary point of contact, you manage all client needs and inquiries, providing expert support and guidance. You also function as a project manager, coordinating client requests and directing them to the relevant expert departments, such as Transfer Agency, Fund Accounting, Compliance, and others, ensuring seamless and timely service delivery.

In addition to maintaining these relationships, you are responsible for onboarding new clients, guiding them through the migration process, conducting platform training, and ensuring a smooth transition. Your exceptional communication and project management skills, along with a strong understanding of financial services, allow you to anticipate client needs and deliver a consistently high level of service, ensuring long-term client satisfaction and success.

This position is based in Paris and reports directly to the Head of Client Success.

Key Responsibilities

• Develop scalable and automated client communication strategies in collaboration with the Product Development department, focusing on high-impact areas
• Oversee the Client Mailbox's adherence to response timelines. Address escalated issues from Client Success Senior Associate and ensure resolutions are effectively communicated to clients
• Define and standardise processes for scheduling and conducting client meetings, ensuring they align with overall client success goals
• Spearhead efforts to automate repetitive tasks and client communication workflows, liaising with the Product Development department to implement advanced solutions
• Review Client Success Senior Associate updates on deliverables, analyse risks, and propose strategic adjustments to meet objectives
• Identify gaps in company-wide data structures, propose improvements, and coordinate with relevant departments to ensure alignment
• Lead discussions with Product Development based on client feedback, advocating for enhancements that improve satisfaction and platform utilisation

Requirements

• Adaptability & Growth: Demonstrate flexibility and adaptability when collaborating with stakeholders, embracing change, and navigating evolving project requirements
• Teamwork & Collaboration: Be an active team member who listens to colleagues, supports their ideas, and fosters a collaborative environment focused on achieving collective goals
• Ownership & Service Mentality: Take full ownership of tasks and projects with a proactive \"Getting-Things-Done\" mindset. Combine a strong service-oriented approach with problem-solving skills to challenge norms, propose solutions, and implement continuous improvements
• Domain & Tech Savviness: Bring a proven background in fund accounting or fund administration in Luxembourg, paired with a digital-first mindset and a strong familiarity with AI tools and emerging technologies to drive efficiency
• Open Communication: Provide fast, open, and constructive feedback. Acknowledge mistakes, learn from them, and proactively ask for help when needed, promoting a culture of trust and transparency
• Execution & Alignment: Drive results by executing complex projects and making data-backed decisions. When necessary, demonstrate the ability to \"Disagree & Commit\" for the overall benefit of the team's objectives

Benefits

• Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact
• Immerse yourself in a fast-paced, diverse workplace where you'll have the chance to collaborate and learn from specialists across various fields, fostering personal and professional growth
• Embrace automation and seamless tech integration in your workflows, while our platform boosts operations through tech leverage, ensuring you stay ahead of the curve and updated with new technologies
• Work in a comfortable, ergonomic environment within our spacious, modern offices where you can enjoy daily fresh fruit and coffee!