Client Success Lead

Point72 Asset Management, L.P; New York (NY); On-site; USD 185,000 - 225,000; Full time

Job summary

An innovative firm is seeking a Client Success Lead to enhance customer satisfaction through strategic insights and feedback mechanisms. This role involves collaborating with various teams to identify pain points and drive improvements, ensuring a seamless experience for internal clients. You will manage projects that address operational issues while implementing effective Voice of the Customer strategies. With a commitment to professional development and a culture that values ethical standards, this position offers a chance to significantly impact the company's success. Join a team dedicated to harnessing technology for better investment solutions and enjoy comprehensive benefits and support for your career growth.

Benefits

Fully-paid health care benefits

Generous parental and family leave policies

Mental and physical wellness programs

Volunteer opportunities

Non-profit matching gift program

Support for employee-led affinity groups

Tuition assistance

401(k) savings program with employer match

Qualifications

• 5+ years in product management in a tech-focused environment.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Implement and manage Voice of the Customer mechanisms.
• Collaborate with teams to derive actionable insights from client feedback.
• Lead special projects addressing critical operational pain points.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Project Management

Customer Feedback Management

Collaboration Skills

Education

Bachelor's degree in business or information technology

Tools

GenAI

Data Science Applications

Process Improvement Methodologies (Six Sigma, Lean)

Job description

A Career with Point72’s Technology Team

As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity. We are seeking a Client Success Lead, focusing on the Voice of the Customer (VOC) mechanisms to drive strategic improvements and overall customer satisfaction.

What you’ll do

You will work with Technology’s internal clients to understand where pain points exist and help remediate them. You will collaborate with tech leads, the Communications team, and the GenAI/Data Science team to extract actionable insights from client feedback. These insights will inform Technology’s future plans and budgets and highlight urgent needs and/or gaps. Additionally, you will manage special projects to address critical client or operational issues. Specifically, you will:

• Implement and manage Voice of the Customer/Client mechanisms, including regular surveys and a customer/client pain point repository to help address and remediate issues.
• Work with the GenAI/Data Science team to draw actionable insights from VOC data to help inform future plans and identify urgent needs.
• Lead special projects to address critical customer/client or operational pain points, such as process reviews for teams with high number of repeat issues.
• Provide insights and recommendations for strategic planning and Zero-Based Budgeting (ZBB).

What’s required

• Bachelor’s degree in business, information technology, or a related field.
• Minimum of 5 years of experience in product management or a similar role in a “tech first” environment.
• Strong analytical skills with the ability to derive meaningful insights from data.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills, with the ability to work across departments.
• Experience in conducting surveys and managing customer feedback mechanisms.
• Ability to manage multiple projects and prioritize effectively.
• Commitment to the highest ethical standards.
• Experience in project management and leading cross-functional teams.
• Familiarity with GenAI and data science applications.
• Background in process improvement methodologies (Six Sigma, Lean).

We take care of our people

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Fully-paid health care benefits.
• Generous parental and family leave policies.
• Mental and physical wellness programs.
• Volunteer opportunities.
• Non-profit matching gift program.
• Support for employee-led affinity groups representing women, minorities and the LGBTQ+ community.
• Tuition assistance.
• A 401(k) savings program with an employer match and more.

About Point72

Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about.

The annual base salary range for this role is $185,000-$225,000 (USD), which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.