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

Goals:

  • 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

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