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Client Success Analyst

Location: Charlotte, NC

 

 

The Client Success Analyst will handle client inquiries and add-on projects while providing a high level of product support to the DealCloud user community. You will communicate directly with clients, primarily through email and phone, and work closely with our Client Success team to ensure a seamless experience with DealCloud. If you get excited about delivering outstanding, memorable experiences, facilitating creative solutions, this is the role for you.

 

In this role you will hone your organizational skills and learn the art of prioritization to treat all clients like they are your only one. You will be responsible for impacting the success and retention of every client you work with, while escalating and resolving technical, product, or account issues. This full-time position offers a strong career growth opportunity to develop valuable professional services skills working among enthusiastic team in Uptown Charlotte

What you’ll do:

The Analyst is expected to master DealCloud’s products and services, and will be responsible for offering client best practices and a consultative approach to ongoing client support

 

  • Assist clients with questions regarding training, platform configuration, work flow and new processes
  • Foster and grow relationships with our clients, offer personalized service and support for their DealCloud Site
  • Work with Client Success Managers to identify and pursue opportunities for upsell, which could include additional users, other areas of the business or new DealCloud product features
  • Assist clients with questions regarding training, platform configuration, work flow and new processes
  • Analyze success metrics to determine adoption trends and collaborate with Client Success Managers on how to improve adoption for specific clients
  • Collaborate with our Client Success, Support and Account Management teams to improve processes and ensure client satisfaction by providing their feedback to our internal partners and translating business needs into potential client solutions
  • Be responsible for meeting several metrics; however, the emphasis will be placed on overall account performance, retention, and feature adoption

 

 

What you’ll get:

Competitive compensation

  • Challenging and rewarding work
  • Generous benefits package
  • An incredible team of smart and mission-driven people to work with

 

 

What you’ll need:

  • Client Success or Support experience
  • Strong Excel skills and competency with Windows OS and Microsoft Office suite required
  • Strong written and verbal communication skills, and be able to work effectively in partnership with clients
  • Superior troubleshooting, analytical, and problem-solving abilities
  • Self-motivated, strong work ethic, and a “whatever it takes to get it done” mentality
  • Willingness to roll-up up your sleeves to get the job done while contributing to the overall success of the company
  • Strong organizational skills and is an effective planner
  • An undergraduate business, computer science degree or other related degrees. Preferred majors, minors and concentrations include Finance, Computer Science, Management Information Systems, and Mathematics.
  • Experience with SaaS (cloud based) software deployments

 

 

Bonus if you:

  • Knowledgeable on/experienced with back/middle office operations at private capital firms
  • Have deep understanding of financial modeling, reporting and analysis
  • Are an Excel master (advanced Lookup functionality and structuring of pivot tables)
  • Experience with SaaS (cloud based) software deployments

About DealCloud

We are the premier platform for deal professionals in the private capital markets. DealCloud’s deal pipeline and relationship management platform provides an unparalleled environment for managing a robust business development and deal sourcing strategy. DealCloud’s industry-specific capabilities include deal management, portfolio management, fundraising, and investor relations management and reporting.

 

DealCloud was built by Deal professionals to specifically address the day-to-day information management challenges encountered by professionals in this end-market. The platform is supported by a team of dedicated former deal professionals that have a deep understanding of industry-savvy client service.

 

Delivered as a web-based Cloud platform, DealCloud is deployed rapidly and can be easily maintained across a global network of users. The built-in customization environment enables users to leverage tailored dashboards that meet their individual needs. The platform seamlessly integrates with Microsoft Office for an intuitive user experience supported by robust reporting.

 

Are you intensely driven, smart and results focused? Do you thrive in a collaborative team environment? We want to talk to you!

 

 

APPLY TO:

 mhickey@dealcloud.com (Re: Client Success Analyst)