Client Success Lead, Technology New York; Stamford

ECL Kontor; 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 project management. In this role, you will collaborate with technology teams and utilize Voice of the Customer mechanisms to identify pain points and drive improvements. You will manage multiple projects while providing valuable insights for strategic planning and budgeting. This position offers an opportunity to make a significant impact in a dynamic environment that values professional development and employee well-being. If you are passionate about enhancing client experiences and thrive in a collaborative setting, this role is perfect for you.

Benefits

Fully-paid health care benefits

Generous parental and family leave

Volunteer opportunities

Support for employee-led affinity groups

Mental and physical wellness programs

Tuition assistance

401(k) savings program with employer match

Qualifications

• 5+ years in product management in a tech-first environment.
• Strong analytical skills and experience with customer feedback mechanisms.

Responsibilities

• Manage VOC mechanisms and extract insights from client feedback.
• Lead special projects to address operational pain points.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Project Management

Collaboration Skills

Education

Bachelor’s Degree in Business

Bachelor’s Degree in Information Technology

Related Field

Tools

Voice of the Customer Mechanisms

Data Analysis Tools

Job description

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 improve 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.

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.
• Volunteer opportunities.
• Support for employee-led affinity groups representing women, people of color, and the LGBTQ+ community.
• Mental and physical wellness programs.
• 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.

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