Who We Are
Docupace Technologies is an award winning technology company built for the financial services and wealth management industry. For over 20 years, we have dedicated our resources to solving some of the most frustrating and time consuming problems faced daily by advisors, broker-dealers and RIAs.
Our team is built from a diverse set of talents: software developers, technology leaders, professional services delivery, client services geniuses that all come together to make us the leader in digitizing and automating document management, transactions, workflow integrations and API's. This role can be a remote based role and may require travel to our offices or client sites.
Docupace offers competitive benefits to our full-time employees including Medical, Dental and Vision Insurance, FSA/HSA, Life Insurance, AD&D, STD, LTD, Flexible Paid Time Off and 401k plan.
Reporting to the Chief Customer Officer, the Customer Success Manager (CSM) works with a portfolio of Docupace legacy clients to ensure they are receiving the tools and support needed to achieve their goals. In addition to their role as relationship manager, the CSM will act as the Product Owner act as the Product Owner within the Scrum framework and methodology for their full client portfolio. As the primary point of escalation for our clients, the CSM is responsible for the new customer onboarding, day to day supervision of open projects, support related issues, new opportunity development, account escalations, periodic health checks and customer advocacy. The CSM will not have sales quota rather will have success metrics tied to those of their customers and Docupace’ s overall goals.
Key Duties/Responsibilities:
Relationship Management
- Serve as leader of all activities associated to defined set of portfolio clients
- Create and manage account plan for all assigned clients
- Facilitate and ensure smooth transitions between Docupace and client throughout the project lifecycle –ng with new client onboarding, project kick off, go-live, deployments, integrations, and new feature releases
- Present overall client health monthly to executive team
- Monthly strategic meetings with key stakeholders to proactively review status of relationship (Open Projects, Support, New Opportunities, Addressing concerns/complaints)
- Facilitate annual onsite executive meeting to review past year performance and prepare for upcoming year
- Develop strong internal working relationships with all functional areas within Docupace to support the comprehensive needs of the clients
- Provide accurate and timely reporting of all clients
- Ensure all clients are referenceable and advocates of Docupace while also identifying “superfans” for success stories, testimonials, referrals, etc.
- Nurture long term relationships with executive stakeholders with each account to ensure retention and understanding of their issues and goals
- Be the voice of the customer by building trust and transparency
- Facilitate product demonstrations as required while always working find new value-added offerings
- Maintain a thorough understanding of the client’s industry, including industry trends, industry business processes, and primary competitors in their industry
- Maintain specific metrics across the client set managed including Retention, Adoption, NPS Score, etc.
- Proactively identify and strategize ways to capture new account opportunities
- Provide roll-up detailed and accurate sales forecasting on current sales pipeline on a timely basis as required.
- Compile information and data related to customer interactions.
- Travel for in-person meetings with customers to develop key relationships.
- Travel as necessary (approx. 10-20% Post Pandemic)
Product Owner
- Work with scrum master to ensure teams are running smooth/as expected ensuring that impediments are resolved / removed
- Attend, and when appropriate, lead all sprint review, demos, refinement and retrospective meetings
- Prioritize the backlog of project and support JIRA tickets
- Serve as a liaison between stakeholders and development teams, collaborating product value, profitability and impact on corporate revenue
- Daily KPI management (sprint success review)
- Review the delivery of each sprint; validate that what has been delivered meets the client’s expectations
- Understand prioritization of product portfolio (All customers’ needs – project, support, bugs, etc.)
Minimum Qualifications:
- Docupace tenure and systems knowledge to broadly support the client
- Bachelor’s Degree or equivalent work experience
- Experience working in Scrum and Agile methodologies
- Experience in Account Management preferred
- Experience in broker dealer/RIA business preferred
- Experience presenting and leading product demonstrations to stakeholders
- Salesforce CRM experience for sales reporting/forecasting
Knowledge, Skills and Abilities:
- Natural leader/excellent communicator
- Demonstrated examples of building, repairing and strengthening relationships
- Problem solver who is curious and willing to find creative solutions to fix issues that come u
- Organized who can juggle many priorities at any given time: Excellent at project management, detail oriented and able to multi-task effectively
- Self-aware with tons of empathy
- Enjoy being on the front lines and the center of all activity
- An independent thinker, a team player, and a person willing to roll up their sleeves to effectively and quickly problem solve
- Get excited about influencing the culture of your assigned target firms
- Approach tasks and problems with a desire and need to succeed
- Able to adapt to a fast-evolving dynamic organization
- Expect and only accept work of the highest caliber
- Have confidence in your abilities
- Eloquent, direct and open communication
- Ability to take complex concepts and communicate them in a clear, concise and understandable manner
- Ability to effectively communicate and interact with C-level executives of leading financial services firms