Customer Success Manager - Client Portal

ABOUT US:

We are Alter Domus. Meaning “The Other House” in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

JOB DESCRIPTION:

We are seeking a dedicated and proactive Client Portal Customer Success Manager to join our team. The ideal candidate will be responsible for guiding North American clients through the onboarding process, building strong relationships, providing training and support, and advocating for customer needs within the organization. This role requires a customer-centric mindset, excellent communication skills, and the ability to analyze data to drive customer satisfaction and retention.

Key Responsibilities:

1. Onboarding New Customers:
   • Guide new clients through the onboarding process, ensuring they understand how to effectively use CorPro and its features.
   • Develop and maintain onboarding materials, including user guides, FAQs, and video tutorials.
   • Conduct personalized onboarding sessions tailored to the specific needs of each client.
   • Monitor the onboarding progress and provide additional support as needed to ensure a smooth transition.
2. Building Relationships:
   • Establish and maintain strong relationships with customers to understand their needs, goals, and challenges.
   • Identify key stakeholders within customer organizations and build rapport with them.
3. Customer Training and Support:
   • Provide training sessions and ongoing support to help customers maximize the value of our products and services.
   • Create and deliver customized training programs based on customer requirements.
   • Respond promptly to customer inquiries and provide solutions to their challenges.
4. Monitoring Customer Health:
   • Track customer engagement and satisfaction metrics to identify potential issues and opportunities for improvement.
   • Prepare reports on customer health metrics and present findings to internal teams.
   • Conduct regular health checks to assess customer satisfaction and product adoption.
5. Proactive Communication:
   • Regularly check in with customers to provide updates, gather feedback, and address any concerns before they escalate.Develop a communication plan to ensure customers are informed about product updates, new features, and best practices.
   • Actively listen to customer concerns and provide timely resolutions
6. Renewals and Upselling:
   • Work towards customer renewals and identify opportunities for upselling or cross-selling additional products.
7. Collaboration with Internal Teams:
   • Collaborate with sales, marketing, and product teams to align customer needs with business objectives and improve the overall customer experience.
   • Work closely with the product team to communicate customer needs and suggest enhancements.
8. User Acceptance Testing:
   • Work alongside the CorPro Delivery Team to perform UAT.
   • Collaborate with the product and development teams to ensure that feedback is addressed before product launches.
9.  Participation in Demos and Support for Commercial Team:
   • Actively participate in product demonstrations for potential clients and interested parties, showcasing the value and features of our solutions.
   • Assist in addressing questions and concerns from clients and interested parties during demos to ensure a clear understanding of our products and services.
   • Collaborate with the commercial team to prepare and deliver tailored presentations that address the specific needs and interests of