The 2022 Expert-In-The-Loop Forum by is now available on-demand! Watch sessions here


  • 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:

  • Analyze client business processes/operations, understand key drivers, and establish fit-for-purpose expansion plans with clients
  • Report/Influence Product roadmap by providing summarized feedback that reduces the volume/pace/severity of tickets and help clients user our solution more effectively across their organization
  • Track/Report/Improve key Internal Service Targets: Total Resolution Time
  • Develop Support Packages and Expansion Plans that serve the needs of our various customers
  • Provide a holistic customer experience for customers that will maintain high customer retention and expansion rates across their organization
  • Incorporate additional technology solutions to improve quality, efficiency, and data collection.

Skills & Requirements:

  • 7+ 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 Senior Account Management, After Sales 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 Account Management and 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