The role, as published
About the company
Our client is a fast-growing technology company.
The role
Raydar is recruiting for this role on behalf of our client. Own a dedicated portfolio of client accounts from onboarding through completion of a multi-step engagement. The role blends frontline support with hands-on operational execution, and performance is judged on speed, accuracy and client confidence.
What you'll do
- Serve as the first point of contact for client questions arriving by ticket, email and phone.
- Own the client experience across the full engagement while meeting service-level targets and satisfaction scores.
- Complete specialized filings, agreements, account closures and fund distributions on behalf of clients.
- Onboard new clients onto the software platform and guide them through the end-to-end process.
- Build deep expertise in the subject area so you can assist clients at any stage.
- Pass along client feedback to help improve the product and service.
- Partner with fellow client success managers, engineering and go-to-market colleagues on client outcomes.
- Write educational articles for the customer help center.
What we're looking for
- 2 to 4 years in a client-facing role such as operations, support, account management or customer success.
- Clear written and verbal communication, with confidence speaking with founders, lawyers, investors and tax professionals.
- Ability to quickly master intricate, software-supported processes.
- Natural curiosity and a habit of stepping back to ask the right questions.
- An empathetic approach to clients in high-stakes, emotional situations.
- Adaptability and resourcefulness, with sound judgment when situations are ambiguous.
- Strong organization to manage a large book of active clients without anything slipping.
- Ability to work on-site five days a week in New York City, or willingness to relocate.
- Proven success managing your own book of business at an individual level.
Bonus points
- Prior startup experience.
- Familiarity with help desk and ticketing tools.
- Project management background.
- Some background in compliance-oriented or finance-related workflows.
- Comfort with phone-first client interaction.
Benefits
- Medical, dental and vision coverage
- Unlimited paid time off and company holidays
Location and work model
- New York City, NY, United States
- On-site, 5 days per week in office
- Full-time
Compensation, as the posting describes it
- Equity
- Career growth opportunities