Customer Success Associate (West Coast Support)

About Vcheck

Vcheck was founded in 2012 on the belief that the investigative rigor of a boutique firm could be brought to scale through technology. Today, we run more than 25,000 investigations a year across six continents, helping financial institutions, private equity firms, and Fortune 500 companies see clearly through complexity and make decisions with confidence. Based in New York, with team members in the US, Canada, Romania, and India, we have earned a place on the Inc. 5000 for five consecutive years and are backed by Sunstone Partners as we enter our next phase of growth.

We are building something different: a portfolio risk management platform that pairs the rigor of an investigative shop with the efficiency of a modern technology company. Our team brings together talent from tech and SaaS companies with people from compliance, law enforcement, journalism, and many other fields. Whatever path brought each of us here, what unites us is curiosity, attention to detail, and a commitment to getting it right.

About the role

Join our growing Customer Success Team as a Customer Success Associate. We're looking for a highly driven, self-starter to partner with sales and operate as a key project manager in the client order process. This role is paired with select clients and acts as the liaison between sales, clients, and our internal investigative teams. This role is in person and reports to our NYC office. The schedule is 10:30am to 7:00pm ET, including a 30 minute unpaid lunch, to provide support coverage for West Coast clients.

What you'll be doing

• Partner with clients to manage the entire order process, from intake to delivery
• Work with sales team to assist with new client onboarding, account configurations, and daily operational support
• Possess a deep understanding of our products and client use cases
• Escalate and report on customer sentiment
• Act as a liaison between the investigative teams, client, and sales
• Clearly communicate and verify requirements received from client to internal teams
• Data Entry into CRM
• Performs other duties as assigned

About you

Key requirements:

We're looking for someone who is passionate about joining a diverse team and is driven to achieve results through ownership, process optimization, and upstanding character. If this describes you, we encourage you to apply, even if you don't meet every requirement listed.

• 1-3 years of experience in a client-facing support or operations role
• Experience with Salesforce Service Console (or other CRM) preferred
• "Go-Getter” and “Self-Starter” mentality who thrives in fast-paced environment
• Experience delivering client-focused solutions based on client needs
• Excellent written, verbal and interpersonal communication
• Excellent time management skills
• Ability to take initiative with minimal supervision
• Ability to multitask and produce highly detailed work

Why us?

You will be joining a cutting-edge company, where you will tackle complex challenges and work with the very best in the industry. In addition, we offer:

• Competitive compensation package, including equity
• Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones
• 401k plan with a 4% employer match 
• Flexible vacation policy, encouraging you to take the time you need
• Annual wellness allowance to support your health and well-being 
• Quarterly team events to keep us connected in a hybrid environment 
• Play a vital role in shaping our company's future 
• A fun and collaborative work environment where you'll be supported by a team of dedicated and collaborative colleagues 

Please be aware that Vcheck uses AI-powered note-taking, interview recording, and transcription tools to ensure accuracy and efficiency during our talent acquisition processes. By participating in the application and interview stages, you acknowledge and consent to the use of these technologies.

Vcheck is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, ancestry, religion, sex, age, national origin, sexual orientation, gender identity, disability, genetic information, veteran status, or any other factor protected by applicable law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, transfer, leave of absence, compensation, benefits, and training.

Vcheck expressly prohibits discrimination and harassment of any kind based on race, color, ancestry, religion, sex, age, national origin, sexual orientation, gender identity, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

No matter what background you bring with you, if you are committed to excellence and good at what you do, we welcome you to apply to join us and encourage you to come as you are.