Sr. Customer Success Specialist

The Opportunity: 

ACA is currently looking for a Senior Customer Success Specialist who will provide senior level expertise and guidance while working with ACA ComplianceAlpha clients to ensure the highest level of satisfaction.  Our clients include large institutional investors such as investment advisors, asset managers, private equity, and other financial institutions. The Customer Success team is highly focused on understanding the needs and ever-evolving priorities of our clients by providing subject matter expertise and best practice support that leverages the capabilities of the ComplianceAlpha platform.   

• Office Locations: London, UK (Charing Cross/The Strand)
• Must be able to be onsite 2 days/week (Hybrid).

 
What You’ll Do  

• Develop a deep working relationship with key client contacts, the wider RegTech Customer Success team and ComplianceAlpha stakeholders.  Convey client requirements to ACA’s Professional Services, Product Management, and Development teams. 
• Provide SME support for key client projects that relate to the use of ComplianceAlpha. 
• Become a trusted advisor to key client administrators and power users of ComplianceAlpha. 
• Understand the business needs, client internal processes, product interests, and ComplianceAlpha capabilities to ensure clients are getting the most value from the platform. 
• Analyse client issues and develop approaches to remediate them. Act as the main RegTech POC/Escalation point for the client throughout their lifecycle. 
• Actively manage client communications to include new product releases, feature/functionality updates, release notes, and other adoption campaigns sent by Customer Success . 

To qualify for the role, you must have:   

• Bachelor’s degree.
• Three to five years of experience in the securities-side financial services industry, ideally with experience in the Surveillance space - trade surveillance, market abuse detection, etc.
• Must have an awareness or understanding of financial securities instruments (stocks, bonds, options, etc).
• Excellent organisational and communication (written and presentation) skills. 
• Enjoys a fast-paced, high-intensity environment; able to manage multiple priorities. 
• Strategic thinker with the aptitude for translating analysis and new ideas into actionable deliverables. 
• Strong computer skills and an aptitude for learning new SaaS systems.  Experience using CRM tools extremely useful.
• Proven leadership skills and the ability to quickly form meaningful working partnerships.