Automatically monitor regulatory updates to map to your internal policies, procesures and controls. Learn More
Automatically monitor regulatory updates to map to your internal policies, procesures and controls. Learn More


  • Meeting/beating company’s Service Renewal & Expansion booking objectives: Help maintain/expand existing accounts, ensuring timely Contract renewals & Expansions
  • Deliver stellar Client experience following deal closure and the transition of customers to Customer Support & Success teams: Training, On-boarding, Personalization, Customization
  • Drive long-term customer satisfaction through repeatable and reliable solution delivery

Roles and Responsibilities:

  • Ensure we match/beat SLAs including: First Customer Response Time, and Update Frequency (communication with customers)
  • Deliver Positive Support CSAT and stellar NPS measured by: Post-ticket customer satisfaction surveys
  • Report/Influence Product roadmap by providing summarized feedback that reduces the volume/pace/severity of tickets
  • Track/Report/Improve key Internal Service Targets: Total Resolution Time
  • Develop Support Packages that serve the needs of our various customers
  • Provide a holistic customer experience for customers that will maintain high customer retention rates
  • Incorporate additional technology solutions to improve quality, efficiency, and data collection.

Skills & Requirements:

  • 5+ years experience in a leading business operational role within customer success teams, focused on the following:
    • Offering Compliance Risk/Regulatory Compliance/Regulatory Change Management related business solutions in Customer Care, After Sales support or Professional Services to financial services/insurance focused (BFSI) organizations
    • Working directly with Compliance & Risk officers, and the office of the General counsel at regulated BFSI
    • Analyzing business processes/operations, understanding the key drivers, and developing fit-for-purpose solutions
    • Experience with best-in-class Support technologies, using SaaS tools such as ServiceNow, Zoho Desk, Salesforce Service Cloud, or similar.
  • Critical to understand Banking/financial services & insurance sector and having experience implementing compliance, risk and/or regulatory change management processes
  • Experience with the financial services Compliance, Risk or Audit related processes necessary to serve our customers (to gain respect with their relevant process expertise in implementing technology in a regulated environment and process)
  • Education: Bachelor’s degree or higher in Sciences/Arts
  • Can travel as needed
  • Knowledge and experience with RegTech and AI powered business solutions a huge plus