Client Success Manager - Remote

| Chicago, IL +80 more | Remote | Hybrid
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Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Summary:

Acts as a project manager and service liaison between customer, sales, and multiple production platforms. Apply knowledge of business and technology to allow for the development of integrated solutions to resolve technical and business issues. Advocates on behalf of the client with a proactive, collaborative approach to all departments and various internal teams. Uses experience and knowledge to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client.


Works directly with clients to develops an overall plan to coordinate the production of client projects or requests in order to achieve the objectives of the service agreement in compliance of customer expectations, company policy, and profit and quality requirements. Applies understanding of customer’s business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with DFIN sales. May participate in support roles in sales presentations and client site visits with sales force. Will provide ancillary support for various client requests and processes that are not directly managed in this role.

Responsibilities:

  • Engage customers to gather job requirements and translate customer requirements in to detailed workflow instructions and oversee workflow across multiple departments.
  • Participate in quality management reviews as outlined in the project work plan, and in reviews of the designs, prototypes and other project work products to ensure they fulfill the requirements. Confer with customers throughout the work cycle to keep them informed of the status of jobs, solicit additional information needed for current projects and coordinate any needed changes.
  • Engage appropriate departments and resources to verify issues and determine the root cause on issues that arise. Communicate with customers regarding the resolution of issues.
  • Develop or enhance precise documentation of prioritized functional requirements that can directly be converted to test plans, use cases, and system conceptual designs to meet performance targets and development project plans. 
  • Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
  • May present internal and client presentations regarding products and offerings relevant to specific client needs.
  • Ensure project adherence to client or regulatory based deadlines within the framework of the service level agreements and other known agreements
  • Performs other related duties and participates in special projects as assigned.

Qualifications:

  • 3+ years’ experience in customer success, strategic account management or software implementation in a business-to-business sales environment. Experience commensurate with the size and complexity of assigned customer(s).
  • 3+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
  • Working knowledge in writing SQL Queries
  • Proven problem solving and analytical skills
  • B.S./B.A. preferred; equivalent experience in lieu of degree accepted. 


It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to [email protected]. #BI-Remote

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Candidate Location Eligibility:
Albuquerque, NM
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Other US Location
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St. Louis, MO
Tallahassee, FL
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Washington DC
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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • ASP.NETFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • TerraformFrameworks
    • DynamoDBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • NoSQLDatabases
    • SAP HANADatabases
    • TeradataDatabases
    • Microsoft AzureServices
    • New RelicServices

An Insider's view of DFIN

What projects are you most excited about?

In transforming and improving FinTech products, excitement comes from the challenge of knowing that the problems are complex, yet the solutions must be easy to use. When we start a new project, I can't wait to sink my teeth into understanding the problem space, talking to users, designing the solution, and seeing it through to release.

Dan

Principal Product Designer

What makes someone successful on your team?

Active and honest listening – Contrary to the stereotypical, extroverted sales rep, some of my most effective and insightful client interactions are when I do the least amount of talking, and the most active listening. Client insight is exponentially easier to excavate when you stop “pitching” – and start listening.

Carey

Senior Sales Representative

What is your vision for the company?

Our business plan reflects the change in products DFIN is selling today versus what we sell in five years. DFIN today is a company that offers a lot of professional services that we added software to, but the goal is to become a SaaS company that has services to support it.

Stephen

SVP, Global Head of Engineering

What does your typical day look like?

The role of a software engineer is really about creating computational systems and ensuring they behave as designed. My day-to-day is focused mostly on writing code that provides new functionality within our products that we see a need for in the market—and providing quality control to be certain it works properly.

Herve

Senior Software Engineer

What are DFIN Perks + Benefits

DFIN Benefits Overview

The world continues to change in ways we never expected, but there is one constant: your safety and well-being is a top priority, and DFIN has you covered with our benefits.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
We value a work / life balance at DFIN.
Remote work program
We have partial and fully remote opportunities at DFIN.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Family Medical Leave granted under the Family and Medical Leave Act (FMLA).
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Employee parking available
Fitness stipend
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Apprenticeship programs

Additional Perks + Benefits

DFIN has implemented a Employee Stock Purchase Program.

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