Client Success Operations Associate

Versana; Raleigh (NC); On-site; USD 60,000 - 75,000; Full time

Job summary

Versana in Raleigh, North Carolina is seeking a Client Success Operations Associate to partner closely with Product and Go-To-Market (GTM) teams. This role involves driving execution across product demonstrations, client onboarding, and maintaining quality documentation for a new product launch.

The ideal candidate has 3 to 5 years in the Syndicated Lending market, with strong communication and problem-solving skills. They will collaborate with various teams to engage clients and ensure successful adoption of Versana’s solutions.

Qualifications

• 3 to 5 years of experience in the Syndicated Lending market.
• Strong problem-solving and analytical skills.
• Excellent communication and presentation skills.
• Detailed knowledge of process planning.

Responsibilities

• Drive client participation and engagement for product launch.
• Collaborate with teams to deliver a go-to-market (GTM) plan.
• Develop and implement the ideal customer journey.
• Provide direct client training for technology adoption.
• Coordinate efforts for onboarding and product demonstrations.

Skills

Experience in Syndicated Lending

Customer success in start-ups

Problem solving

Communication skills

Process planning

Customer-facing experience

Knowledge of CRM platforms

Understanding of financial products

Job description

About You

The Client Success Operations Associate reporting to the Head of Product, Client Success 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.
• Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plan.
• 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.
• Coordinate efforts with the Head of Product, Client Success 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

• 3 to 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.