About You:
The Client Success Operations Lead reporting to the Director of Product Operations, will partner closely with Product and Go-To-Market (GTM) teams to support the operational success of Versana's new product launch. This includes driving execution across product demonstrations, client onboarding, account activation and maintaining high quality documentation to support the scale of Versana's new product.
Key Responsibilities:
• Actively drive client participation and engagement to support a new Versana product launch.
• Lead and mentor other client success associates.
• Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plans.
• Passionate about developing and implementing the ideal customer journey for a new product.
• Provide direct client training to drive adoption of Versana's self-service technology solution.
• Partner with the Director of Product Operations and Head of Product with Go-to-Market (GTM) execution for Versana new product launch, including Agent Bank and Lender onboarding, product demonstrations, documentation gathering, account activation.
• Provide ongoing support to new clients with training and manual processing of the new product's launch.
• Address queries from Agents and Lenders around the new product's process and workflow, from loan and amendment documentation, system queries to process of the new product's capture
• Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existingprocesses.
• Adhere to internal and external onboarding and new product related SLAs, where applicable.
• Ensure that all operations comply with industry regulations, data security standards, and risk management protocols.
Must Haves:
• 5+ years of experience in the Syndicated Lending market with a sound understanding of products and processes for both the primary and secondary lifecycles, is highly desirable.
• Prior experience with customer success in a start-up environment.
• Strong problem solving and analytical thinking skills, with a willingness to dive into details.
• Excellent communication and presentation skills.
• Detailed knowledge of process planning.
• Experience in customer facing role highly desirable.
• Exposure to CRM platforms to track and follow up on customer requests.
• Understanding of financial products (must have).
• Comfortable engaging with personas at all levels at buy side and sell side firms.
