Customer Success Associate, Charles River Development, Sr. Associate

State Street Corporation
Boston, USA
22 Sep 2021
27 Sep 2021
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Who we are looking for
As part of the Professional Services organization within Mercatus, the primary goal of the Customer Success Associate will be ensuring successful Implementation and Configuration Services ("ICS") to meet customer requirements while promoting customer adoption and providing a channel for the sale of other company Software and Services. This role is extremely critical as it takes the handoff of a client from a finalized Sales contract to ensuring that customer is effectively on-boarded (a consulting engagement that could last several months). As a junior hire on this team in high growth phase, this person has the unique opportunity to also support business development efforts heavily throughout the sales process. As such, the role is equal parts Sales, Client Management, and Operations, and it works closely with every area within the company while gaining a deep understanding of all areas of the business. The Customer Success Associate shadows Program Managers in client engagements, with the ultimate goal to own clients directly in the implementation or post-implementation phases; thus, this role will get exposure to a variety of different client work as noted below.

Why this role is important to us
The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.
Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for
As Customer Success Associate you will
  • Client Work: Support program management of Professional Services deployment
    • Support the management of customer relationship throughout ICS
    • Guide customer to decisions / consensus and drive to deadlines assertively
    • Support requirements gathering with customer to ensure successful configuration specifics
    • Design ideal deployment outcomes for client. Heavy focus on end visuals in Business Intelligence for client use in reporting / analysis.
    • Define deployment options for customer and outline key advantages / disadvantages
    • Coordinate individual Business Managers responsible for various elements of customer integration
    • Deliver final configuration to customer and complete onboarding
    • Establish plan for Organization Change Management ("OCM") within customer org, including leading Live Training and supporting post-ICS adoption phases with Account Manager
  • Client Support: Support client adoption and delivery of Services post-implementation
    • Lead delivery of each level of Customer Success Support for portfolio of clients (15-20) - includes defining scope of needs, developing plan to achieve scope, and execution of scope with support teams and client
    • Project Management of Support tickets and hours tracking to ensure completion of defined scope of work and satisfactory sign-off by clients
    • Manage execution of new client needs post-adoption plan (ex: 2 years post-launch when a client has turnover or business changes that require account adjustments)
    • Coordinate support teams responsible for various components of product functionalities
  • Post-Implementation Client Management: Sales / Marketing
    • Identify areas for other Software or Services within current customers through ICS engagements
    • Drive proof-of-concepts for specific functional groups within prospective customers or groups within existing clients to illustrate successful deployments and value of SaaS
    • Lead Trial account engagements for prospecting customers
    • Identify opportunities for Data Management Services and own scope / delivery for existing clients

What we value
  • 0-2 years overall experience
  • Experience in infrastructure investments, private equity diligence, fund mgt, or process consulting
  • Experience implementing SaaS solution to private equity funds, i-banks, or Fortune 500 a +
  • Experience leading change management efforts across large enterprises (50+ people across regions)
  • Ability to communicate equally effectively from C-level to entry level employees
  • Strong interpersonal skills to manage client relationships
  • Analytical with strong problem-solving skills
  • Process efficient with heavy attention to detail
  • Ability to proactively seek solutions and ways to improve performance
  • Experience working with Business Intelligence dashboarding / data modeling highly preferred
  • Experience delivering corporate training, proof-of-concepts, and promoting software usage preferred

Education & Preferred Qualifications
  • Degree in finance or business preferred
  • Goal toward CAIA or CFA designation highly preferred

Additional requirements
  • Ability to travel as required for customer engagements (~ 30%), including internationally
  • Adaptability and desire to work in fast-paced, changing environment

About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
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