The Role

The Client Engagement & Success Team at Addepar is responsible for the complete post-sales lifecycle of an Addepar client.  This position will support our Latin American client base across multiple verticals.

The Client Engagement & Success Team at Addepar is responsible for the complete post-sales lifecycle of an Addepar client. Through strategic guidance and partnership, CS&E will ensure clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company. You will become a trusted advisor to these customers, deeply understanding their business and their needs, and help them maximize the value they get from Addepar. This role involves working closely with the Account Manager, cross-functional Product and R&D teams, and Services functions to drive best practices and utilization of the platform. You will be the client’s internal advocate, helping ensure an excellent experience, and gathering feedback on ways that Addepar can build the next generation of client-focused solutions.

This is an exciting opportunity to join a fast-growing entrepreneurial company. The ideal candidate is comfortable working hands-on, is ambitious, and results-oriented. You will know you are doing an outstanding job when your customers renew and expand their usage of Addepar. You have excellent organizational skills to juggle multiple priorities and are a great communicator who empathizes with your audience. You are inventive in the face of challenges, use your expertise to consult on best practices, and refuse to give up until our clients succeed.

What You’ll Do:

• Cultivate long-term relationships with your portfolio of assigned clients, connecting with key business executives down to the power users utilizing the platform day-in and day-out.
• Develop a deep understanding of your clients’ business requirements, industry challenges and goals coupled with a strong understanding of how they are using their Addepar solutions to maximize their adoption, growth, and ensuring account retention as well as the trusted advisor role with the client.
• Provide strategic oversight during the entire client journey including implementation, optimization, growth, renewal and ensure a seamless handover of knowledge and responsibilities where appropriate
• Develop success plans with clients, including agreed-to mutual KPIs
• Drive adoption of the platform and provide continuous education to clients on the monthly release enhancements to the software
• Confidently discuss opportunities for Addepar services, solutions, and best practices in a way that influences internal and external stakeholders to drive outcomes from pre-sales to post-sales engagement.  Assist in the identification of new revenue opportunities for the Account Manager and participate in presentations to clients, including but not limited to:
• New projects based on client need to sell and subsequently manage additional service hours
• Other Addepar products/partners for cross-sell
• Understanding contractual commitments and opportunities for additional revenue 
• Partner with the Account Manager to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and review product usage patterns or insights 
• Be the voice of the client to Product Management, Product Marketing, Support, Renewals, Services, Finance, etc. building strong working relationship with each to ensure client success and consistency of contact
• Build and maintain a high level of client satisfaction and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services
• Evangelize Addepar customer success stories as well as customer success systems and processes; Develop/maintain technical and business knowledge of industry directions and trends.

Who You Are 

• Fluent Spanish speaker
• 10+ years in a client-facing role, ideally customer success preferably working with a technical product
• Proven track record of translating business needs into technical utilization of available product solutions
• Strong analytical skills and rigor around bringing discipline, rules, thoroughness, consistencies and framework to processes and operations.
• You have technology knowledge that helps you engage and have credibility with product groups within Addepar and clients up to VP/C-level engagements
• Strong verbal and written communication skills
• History of success as a consultant, pre-sales, technical account manager, or equivalent driving change management and adoption efforts
• Experience building and maximizing relationships with key influencers, decision makers, and power users; executive presence and ability to successfully navigate and persuade all levels of an organization
• Strong time management and prioritization skills
• Track record of managing large, complex projects and/or programs
• You have handled difficult customers or situations and can demonstrate resolutions
• Must work within a team environment with Addepar Cross-Functional teams: Sales, Account Management , Product, Marketing, Engineering,  and Services peers
• Ability to navigate data and people to find answers
• The motivation and flexibility to work well in a high-growth environment where situations and environments can change quickly; willingness to tackle projects or initiatives independently 
• Experience working in Financial Services/ SAAS preferred 
• You are open to travel
• Ability to communicate in Spanish, Portuguese, French (or other languages) 
• Certification in Investment Performance Measurement preferred