Job Description

As a Client Success Manager, you play a critical role in establishing and maintaining long-term relationships with a portfolio of clients, ensuring they fully utilise fundcraft’s platform to achieve their operational goals. Acting as the primary point of contact, you manage all client needs and inquiries, providing expert support and guidance. You also function as a project manager, coordinating client requests and directing them to the relevant expert departments, such as Transfer Agency, Fund Accounting, Compliance, and others, ensuring seamless and timely service delivery.

In addition to maintaining these relationships, you are responsible for onboarding new clients, guiding them through the migration process, conducting platform training, and ensuring a smooth transition. Your exceptional communication and project management skills, along with a strong understanding of financial services, allow you to anticipate client needs and deliver a consistently high level of service, ensuring long-term client satisfaction and success.

This position is based in Luxembourg and reports directly to the Head of Client Success.

Key Responsibilities:

• Develop scalable and automated client communication strategies in collaboration with the Product Development department, focusing on high-impact areas.
• Oversee the Client Mailbox’s adherence to response timelines. Address escalated issues from Client Success Senior Associate and ensure resolutions are effectively communicated to clients.
• Define and standardise processes for scheduling and conducting client meetings, ensuring they align with overall client success goals.
• Spearhead efforts to automate repetitive tasks and client communication workflows, liaising with the Product Development department to implement advanced solutions.
• Review Client Success Senior Associate updates on deliverables, analyse risks, and propose strategic adjustments to meet objectives.
• Identify gaps in company-wide data structures, propose improvements, and coordinate with relevant departments to ensure alignment.
• Lead discussions with Product Development based on client feedback, advocating for enhancements that improve satisfaction and platform utilisation.

Requirements

• Adaptability & Growth: Demonstrate flexibility and adaptability when collaborating with stakeholders, embracing change, and navigating evolving project requirements.
• Teamwork & Collaboration: Be an active team member who listens to colleagues, supports their ideas, and fosters a collaborative environment focused on achieving collective goals.
• Ownership & Service Mentality: Take full ownership of tasks and projects with a proactive "Getting-Things-Done" mindset. Combine a strong service-oriented approach with problem-solving skills to challenge norms, propose solutions, and implement continuous improvements.
• Domain & Tech Savviness: Bring a proven background in fund accounting or fund administration in Luxembourg, paired with a digital-first mindset and a strong familiarity with AI tools and emerging technologies to drive efficiency.
• Open Communication: Provide fast, open, and constructive feedback. Acknowledge mistakes, learn from them, and proactively ask for help when needed, promoting a culture of trust and transparency.
• Execution & Alignment: Drive results by executing complex projects and making data-backed decisions. When necessary, demonstrate the ability to "Disagree & Commit" for the overall benefit of the team's objectives.

Benefits

• Join a culture that celebrates creativity and welcomes innovative, disruptive ideas, empowering you to make a real impact.
• Immerse yourself in a fast-paced, diverse workplace where you'll have the chance to collaborate and learn from specialists across various fields, fostering personal and professional growth.
• Embrace automation and seamless tech integration in your workflows, while our platform boosts operations through tech leverage, ensuring you stay ahead of the curve and updated with new technologies.
• Work in a comfortable, ergonomic environment within our spacious, modern offices where you can enjoy daily fresh fruit and coffee!