Client Success Lead - Remote

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We're here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we're there. And through it all, we deliver confidence with the right solutions in moments that matter.
Summary
Acts as a project manager and service liaison between customer, sales, and multiple production platforms. Apply knowledge of business and technology to allow for the development of integrated solutions to resolve technical and business issues. Advocates on behalf of the client with a proactive, collaborative approach to all departments and various internal teams. Uses experience and knowledge to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client.
Works directly with clients to develop an overall coordination plan for the production of client projects or requests to achieve the objectives of the service agreement in compliance of customer expectations, company policy, and profit and quality requirements. Applies understanding of customers' business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with DFIN sales. May participate in support roles in sales presentations and client site visits. Will provide ancillary support for various client requests and processes that are not directly managed in this role.
Responsibilities

• Engage customers to gather job requirements and translate customer requirements into detailed workflow instructions, as well as oversee workflow across multiple departments.
• Participate in quality management reviews as outlined in the project work plan, and in reviews of the designs, prototypes, and other project work products to ensure they fulfill the requirements. Confer with customers throughout the work cycle to keep them informed of the status of jobs, solicit additional information needed for current projects and coordinate any needed changes.
• Engage appropriate departments and resources to verify issues and determine the root cause of issues that arise. Communicate with customers regarding the resolution of issues.
• Develop or enhance precise documentation of prioritized functional requirements that can directly be converted to test plans, use cases, and system conceptual designs to meet performance targets and development project plans.
• Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
• May present internal and client presentations regarding products and offerings relevant to specific client needs.
• Ensure project adherence to the client or regulatory-based deadlines within the framework of the service level agreements and other known agreements
• Performs other related duties and participates in special projects as assigned.

Qualifications

• 3+ years experience in customer success, strategic account management, or software implementation in a business-to-business sales environment. Experience commensurate with the size and complexity of assigned customer(s).
• 3+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
• Working knowledge in writing SQL Queries
• Proven problem-solving and analytical skills
• B.S./B.A. preferred; equivalent experience in lieu of degree accepted.

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