Director of Client Services

New York
Date Posted
01/25/2021
Location
550 Fifth Avenue
10th Floor
New York, NY 10036

Capitolis is looking for a Director of Client Services with proven abilities to manage and build teams responsible for scalable service of SaaS-based platforms. This team is responsible for user support, client onboarding, project management of key client initiatives and ensuring the use and value exchange of our products for key client users. This person should be a highly organized, detailed-oriented leader with a passion for building processes and teams that scale. This position will report to the Chief Customer Officer and will be a part of the Customer Success organization alongside Adoption and Operations. This team partners closely with Sales, Product, Engineering and Marketing to deliver programs to ensure client and user adoption and value from our solutions.

Key Responsibilities

  • Own the onboarding process for new customers including system customization and administrative support
  • Customize and manage Zendesk instance for in-platform support
  • Oversee the creation and management of platform user documentation partnering with Marketing on execution
  • Build mechanism for measuring Client Health via platform adoption
  • Project manage key client initiatives tied to operational efficiencies and client defrictioning
  • Partner with Product, Operations and Adoption on system functionality and enhancements to increase user adoption and value
  • Recruit, train, motivate and develop the Client Services team
  • Provide informed recommendations for process improvements that work for individuals as well as the business overall
  • Drive real change through implementation, adoption and continuous improvement of processes, solutions and best practices in our markets and businesses

Who You Are

  • 7+ years of experience in SaaS, with at least 3 managing a Customer Solutions or Client Services function
  • Experience working with Jira, Confluence, Salesforce, Zendesk, WalkMe, or other related systems
  • Ability to see both the big picture and the detail
  • Leadership, empathy and people management skills
  • Strong communicator and collaborator with excellent problem-solving skills
  • Self-starter who takes initiative, values impact over effort and is motivated to drive performance
  • BA/BS

Capitolis is the leading SaaS platform that drives financial resource optimization for capital markets. Founded in 2017, Capitolis’ network software enables financial institutions to optimize their balance sheets, which creates a fairer, safer, and healthier marketplace. More than 50 financial institutions, as well as many hedge funds and asset managers, leverage Capitolis’ technology to bring the best services to market and achieve high levels of return, while using the most appropriate amounts of their financial resources. Backed by world-class investors, including Index Ventures, Sequoia Capital, Spark Capital, SVB Capital, and S Capital, Capitolis’ team brings decades of experience in launching successful startups, technology, and financial services and is growing rapidly in our offices in New York, London, and Tel Aviv.

Apply
Location
550 Fifth Avenue
10th Floor
New York, NY 10036

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