Client Success Manager - Remote

Acts as a project manager and service liaison between customer, sales, and multiple production platforms. Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production team. 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 develops an overall plan to coordinate the production of client documents, electronic SEC filings in order to achieve the objectives of the service agreement in compliance of customer expectations, company policy, and profit and quality requirements. Applies understanding of customer’s 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 with sales force. May serve in leadership roles within shifts or project teams to lead successful accomplishment of the above objectives.

• Engage customers to gather job requirements and translate customer requirements in to detailed workflow instructions and oversee workflow across multiple departments such as Application Support, Template Specialists, Tier 3 Support, Tech Ops & Product Management. 
• Provide quality review for Application Support to ensure all actions are accurate before releasing Support Requests back to client for review.
• Tally the final Support work performed to assemble paperwork for billing purposes. Reviews and approves billable support activities for invoicing purposes and tracks usage versus contracted hours.
•  Confer with customers throughout Arc production to keep them informed of the status of jobs, solicit additional information needed for current jobs and coordinate changes to jobs.
• Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
• Creates and distributes a comprehensive KPI and scorecard reports on regular schedule
• May coordinate production of Arc documents and components with other internal support teams and/or external vendors.
• Monitor progress of jobs throughout production, conferring with Application Support operations to ensure the final product meets customer requirements and company standards.
• Engage appropriate departments and resources to verify issues and determine the root cause on issues that arise. Communicate with customers regarding the resolution of issues.
• Maintain continuing education and training in new Arc platforms and technologies as they are implemented and introduced into the service offerings. 
• Mentor and train Product Support Specialists. 
•  May present internal and client presentations regarding Arc products and offerings relevant to specific client needs.
• Performs other related duties and participates in special projects as assigned.

• 5+ 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).
• Multiple in-person meetings with customers to identify opportunities for process improvement
• Four 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.
• Proven experience and mastery of one or more of the FundSuiteArc applications; ArcPro, ArcReporting and/or ArcFiling is required.
• B.S./B.A. preferred; equivalent experience in lieu of degree accepted.