Senior Customer Success Manager, Enterprise (East Coast)

About Juniper Square

Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you. 

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time.

About your role

Juniper Square’s Customer Success team helps clients optimize the value of our GPX software product and ensures client satisfaction throughout the customer journey. You will be responsible for developing strong strategic relationships with client executive decision makers to ensure they receive the full value of their investment leading to full adoption/utilization, retention, and account growth. You will act as a trusted advisor to your customers, learning their business needs and working with our consulting and support teams to craft unique solutions and execute on client goals. In this role, you’d work with some of Juniper Square’s largest and most complex clients, giving you unique insight into industry trends and product needs that drive our product roadmap. You’d also partner with Sales on opportunities to deepen the client relationship with additional products and Fund Administration services.

This is an exciting opportunity to create long-lasting relationships with some of the largest private capital market clients worldwide while acting as their advocate and ensuring their needs are met across all of your cross-functional partners within Juniper Square. An ideal candidate will be ambitious, detail oriented, organized, and results-oriented. You will need excellent communication skills in order to demonstrate empathy for your clients as well as decipher client asks from needs. You are excited to tackle new challenges, embrace opportunities to learn, and are passionate about the client experience.

This role is based on the East Coast to best support our customers’ needs.

What you’ll do

• Develop deep relationships with your clients, including key business executives and power user advocates

• Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth

• Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship

• Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction

• Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal

• Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square

• Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns

• Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution

• Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities

• Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers

• Meet with clients in person for high-impact activities, like annual business reviews and client events

Qualifications

• 8+ years of experience in a relevant client-facing role, client success preferred

• Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred

• Proven experience of translating business requirements into actionable success and delivery plans, including change management

• Experience building relationships with decision makers and influencers, including C-suite

• History of success tackling difficult client or company challenges with measurable results

• Strong client communication skills, both written and verbal

• Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels

• Has a history of managing large, complex clients, projects, and cross-functional teams

• Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals

• Driven to take on new projects and identify new initiatives independently

• Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly

• Bachelor’s degree or equivalent years of professional experience

• Open to traveling for client visits, user groups, and company events

At Juniper Square, we believe building a diverse workforce and an inclusive culture makes us a better company. If you think this job sounds like a fit, we encourage you to apply even if you don’t meet all the qualifications.

Compensation

Compensation for this position includes a base salary, variable annual bonus, equity, and a variety of benefits. The U.S. base salary for this role is $140,000 – $180,000. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable.

Benefits include:

• Health, dental, and vision care for you and your family

• Life insurance and disability coverage

• Mental wellness coverage

• Fertility and growing family support

• Unlimited vacation in addition to company paid holidays

• Paid family leave, medical leave, and bereavement leave policies

• 401k retirement savings plan

• Healthcare FSA and commuter benefits programs

• Allowance to customize your work and technology setup at home

• Annual professional development stipend

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