Client Success Manager

Sonata One; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A rapidly scaling fintech company is seeking an experienced Client Success Manager to enhance client onboarding and ensure a high-quality client experience. The role involves managing client relationships, project management, and continuous process improvement within a global team.

Benefits

Competitive compensation package

Hybrid work arrangements

Opportunities for professional growth

Qualifications

• Experience in Client Success or Client Management is essential.
• Project management and stakeholder management experience beneficial.
• Good working knowledge of Excel and technology-driven.

Responsibilities

• Own and scale the client success process with top tier clients.
• Manage major global clients through the implementation process.
• Develop the client implementation journey, standardizing the approach.

Skills

Project Management

Stakeholder Management

Client Management

Fluent English

Tools

Excel

Job description

Sonata One is a rapidly scaling, regulated fund services and technology (fintech) business. We're The Private Funds Clearinghouse, connecting more than 53,000 investors with 6,500 funds and 180 fund managers around the globe. Our vision is to change the paradigm of private markets investing through harmonising the end-to-end investment process within one platform. Investors benefitfrom a seamless, one & done experience across the fund lifecycle (from fund selection and subscription through to settlement and reporting) underpinned by a globally compliant KYC passport and 24/7 support. Fund managers can raise capital faster at a lower cost from a wider pool of pre-approved investors. Founded in 2015, Sonata One has a presence in eight locations worldwide including the US, UKand Luxembourg, Guernsey, South Africa and Mauritius.

We operate as #OneGlobalThread in line with our values: We challenge the norm, we change the way we think and work, by connecting systems and people, while committing to our vision and each other. We are now looking to recruit an experienced Client Success Manager to join our global team.

Position Overview:

The Client Success Manager is responsible for owning the end-to-end client experience. This is primarily focused on client onboarding but includes ensuring our clients follow a structured process throughout their relationship with Sonata One. You will be working as part of our a newly created client success team, reporting to the Head of CRM. Client success are responsible for handling operational escalations, working with our operations and technology leads to ensure we’re delivering on client expectations, and project managing any ongoing client work. We aim to give our clients a white glove customer experience, and this needs to be standardised for all clients globally. The Client Success team was introduced in September 2023 and it's pivotal as we evolve the process in line with our growth. The Client Success Manager will have previous leadership experience within Client Success, project management, and onboarding. The role is heavily customer facing, and involves a high degree of stakeholder management experience.

Responsibilities:

People

• Own and scale the client success process with some of our top tier clients, across Europe and the US.
• Comfortably manage major global clients through the implementation process, educating stakeholders on process alignment, best practice and integration.
• Actively encourage a culture of continuous improvement through new ideas.
  

Process

• Develop the client implementation journey, standardising the approach for all clients
• Work with and evolve our existing client success team to support client growth across the US and Europe
• Work closely with the Head of CRM to manage stakeholders and educate clients on best practices
• Demonstrate knowledge of Private funds and their structures in order to gain credibility with clients and understand processes across KYC, Subscription and Tax.
• Support the Head of Operations, other team leads, and senior members of the business as required.
• Identify areas for continuous process improvements
  

System

• Maximize the use of technology in all processes to control risk and improve efficiency.
• Understand the system design and suggest technology improvements in pursuit of efficiency.
• Own process changes and development to maximise visibility for clients, and reporting purposes.
  

Management

• Manage a defined set of clients, within the parameters of the client success team framework.
• Show effective client and stakeholder management
• Adhere to regular reporting of performance using pre-defined indicators
• Hit internal KPIs and report performance to the Head of CRM

Qualifications:

• Project management and stakeholder management experience would be beneficial
• Private Funds, fund admin, professional servicing experience
• Client Success or Client Management experience is essential
• Fluent spoken and written English
• Presence and confidence
• Methodical with an organized and self-starting approach to work
• Good working knowledge of Excel and be technology driven
• Experience dealing with clients and stakeholders

Nice to have:

• Project Management, ITIL and KYC qualifications are preferred but not essential
• Continuously improve systems and processes that are understood by all staff
• Deliver clear customer implementation timelines and consistent experiences
  
  

About you:

We are one, global team who live by our culture and demonstrate Sonata Ones values in everything we do. We hire people who:

• Work efficiently and accurately within defined processes
• Proactively suggest process & system improvements to maximize efficiency
• Take initiative and are approachable to all staff
• Are an excellent communicator, self-starting & capable of work with light supervision
• Are competent & knowledgeable team members who understand both system and process
• Maintain strong relationships with management, ensuring discretion is adhered to at all times
  
  

Being part of Sonata One provides a collaborative and inclusive work culture that values innovationand diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We’re not a big corporate. Everyone has an important role to fulfil, and your contribution will be an integral part of our success story.

Benefits:

· Competitive compensation package

· Hybrid work arrangements, accommodating remote work options in certain regions.

· Opportunities for professional growth and career advancement.