Client Success Operations Lead

Dormont Manufacturing Co; Nouvelle-Calédonie; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Versana is launching a new product and seeks a Client Success Operations Lead reporting to the Director of Product Operations to drive onboarding, demonstrations, and documentation while ensuring high quality through scale.

You will partner with Product, GTM, engineering, marketing, and sales to craft the go-to-market plan, mentor associates, train clients, and optimize the customer journey for adoption of the self-service solution.

Qualifications

• 5+ years in syndicated lending with knowledge of primary/secondary lifecycles.
• Startup customer success experience.
• Strong problem solving and analytical thinking; detail oriented.
• Excellent communication and presentation skills.
• Detailed knowledge of process planning.
• Customer-facing experience.
• CRM platform exposure to track requests.
• Understanding of financial products.
• Comfortable engaging with buy/sell side personas.

Responsabilités

• Drive client participation and engagement for a new product launch.
• Lead and mentor other client success associates.
• Collaborate with product, engineering, marketing, sales and customer success to deliver GTM plans.
• Develop and implement the ideal customer journey for the new product.
• Provide direct client training to drive adoption of the self-service solution.
• Partner with leadership for GTM execution including onboarding, demos, and documentation.
• Provide ongoing support to new clients with training and manual processing for launch.
• Address queries from Agents and Lenders about processes and workflow.
• Assist with performance metrics and recommendations to reduce turnaround times.
• Adhere to onboarding and product-related SLAs.
• Ensure operations comply with regulations, data security, and risk management.

Description du poste

About Us:

Versana is an industry‑backed fintech on a mission to make the syndicated loan market better. By digitally capturing agent banks’ data on a real‑time basis, Versana provides unprecedented transparency into loan level details and portfolio positions, bringing efficiency and velocity to the entire market. Through our platform, participants can rest assured they are accessing the loan market’s most credible source of deal information.

About You:

The Client Success Operations Lead reporting to the Director of Product Operations will partner closely with Product and Go‑To‑Market (GTM) teams to support the operational success of Versana’s new product launch. This includes driving execution across product demonstrations, client onboarding, account activation and maintaining high quality documentation to support the scale of Versana’s new product.

Key Responsibilities:

• Actively drive client participation and engagement to support a new Versana product launch.
• Lead and mentor other client success associates.
• Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go‑to‑market (GTM) plans.
• Passionate about developing and implementing the ideal customer journey for a new product.
• Provide direct client training to drive adoption of Versana’s self‑service technology solution.
• Partner with the Director of Product Operations and Head of Product with Go‑to‑Market (GTM) execution for Versana new product launch, including Agent Bank and Lender onboarding, product demonstrations, documentation gathering, account activation.
• Provide ongoing support to new clients with training and manual processing of the new product’s launch.
• Address queries from Agents and Lenders around the new product’s process and workflow, from loan and amendment documentation, system queries to process of the new product’s capture.
• Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existing processes.
• Adhere to internal and external onboarding and new product related SLAs, where applicable.
• Ensure that all operations comply with industry regulations, data security standards, and risk management protocols.

Must Haves:

• 5+ years of experience in the Syndicated Lending market with a sound understanding of products and processes for both the primary and secondary lifecycles, is highly desirable.
• Prior experience with customer success in a start‑up environment.
• Strong problem solving and analytical thinking skills, with a willingness to dive into details.
• Excellent communication and presentation skills.
• Detailed knowledge of process planning.
• Experience in customer facing role highly desirable.
• Exposure to CRM platforms to track and follow up on customer requests.
• Understanding of financial products (must have).
• Comfortable engaging with personas at all levels at buy side and sell side firms.

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.