Digital Customer Success Associate

<p><strong>What you will be doing:</strong></p> <p>We're currently hiring for a Digital Customer Success Associate to join our CS team. You'll be charged with helping retain &amp; grow a large portfolio of customers through a data-driven approach using available Customer Success tools. You will help our customers get the best results by delivering timely and targeted engagements and significantly contributing to the development of the overall Digital Customer Success program.</p> <p>As a Digital Customer Success Associate, you will:</p> <ul> <li>Own a large portfolio of customers; Helping to create and deliver engagements that improve success and adoption metrics</li> <li>Drive customer retention and growth of your customer portfolio</li> <li>Utilise various tools to automate, manage, and track the success of various 1:many campaigns</li> <li>Leverage data to find new opportunities to implement and prioritise projects and campaigns which help drive awareness, time to value, and retention</li> <li>Collaborate closely with Strategic CSMs, CS Ops, Product &amp; Engineering Teams &amp; Commercial Sales Organisation to align on analysing and improving customer health, whilst ensuring the business goals are being met through ongoing campaigns</li> <li>Support/drive new feature rollouts to customer portfolio, including running potential cross-customer demos of new features through campaigns whilst analysing overall adoption and participation</li> <li>Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers</li> <li>Develop a deep understanding of ComplyAdvantage’s technology to help deliver training and best practice presentations, webinars and office hours</li> <li>Proactively monitor and respond to customer and product usage trends in order to uncover opportunities, and churn risk</li> </ul> <p><strong>About you:</strong></p> <p>As a Digital Customer Success Associate, you will have:</p> <ul> <li>A true passion for customers and data-driven decision making – fanatical about getting them the right outcomes and becoming their advocate</li> <li>Strong team spirit and able to coordinate across teams and build consensus</li> <li>High-level understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit</li> <li>Strong process management skills, won't drop any balls!</li> <li>Excellent communication skills with experience in writing and presenting educational content to customers</li> <li>Strong data evaluation skills, with the ability to uncover insights and trends in customer data</li> </ul> <p>Nice to haves:</p> <ul> <li>Experience in automation and other scale customer success methods</li> <li>Experience with Customer Success Software (e.g. ChurnZero, Gainsight, Planhat)</li> <li>Experience working with business intelligence platforms </li> </ul><p><strong>About us:</strong></p> <p>ComplyAdvantage is the financial industry’s leading source of AI-driven financial crime risk data and detection technology. Our mission is to neutralise the risk of money laundering, terrorist financing, corruption, and other financial crime. </p> <p>More than 1000 companies rely on us to understand the risk of who they’re doing business with through the world’s only global, real-time database of people and companies. Our solutions identify thousands of risk events daily from millions of structured and unstructured data points.</p> <p>We have four global hubs in New York, London, Singapore, Lisbon and Cluj-Napoca and are backed by Goldman Sachs, Ontario Teachers, Index Ventures, and Balderton Capital. </p> <p>Since 2014, we have raised over $100 million in funding, and in 2022 alone grew by over 40% to over 500 people globally. Over the next 12 months, as our revenue increases, we plan to increase to 600.</p> <p> </p> <p>At ComplyAdvantage diversity fuels our rocket ship and our commitment to inclusion across race, gender, age, religion, identity and experience drives us forward every day. We encourage everyone to apply and aspire to consider every application fairly.</p> <p>We will handle your information in accordance with our Privacy Policy. For further information, please click <a href="https://complyadvantage.com/privacy-notice/" target="_blank">here.</a></p>