Senior Client Success Manager in City of London

About Us

Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI. We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

The Role

You will be joining the EMEA Client Success Team, focused on Duco’s Growth and Tier 2 clients. Reporting to the Regional Head of Client Success, your ultimate goal is to drive successful outcomes for our clients and further adoption of the Duco platform, both through existing and new use cases.

Primary Responsibilities

• Lead Duco’s Growth Client Segment, enabling these Accounts on the Duco platform and helping them achieve their desired outcomes and ROI resulting in product adoption, increased usage, retention and accelerated growth.
• Understand the client’s business objectives and articulate value realisation back to the client.
• Identify opportunities for expansion, services and training.
• Partnering with account management to build a business case.
• Track client health and risk indicators, usage patterns, proactively identifying risks and taking action to improve retention and outcomes.
• Build and maintain trusted advisor relationships with relevant and senior stakeholders.
• Lead governance (EBR’s, CI calls etc.) and adhoc meetings with the relevant and senior stakeholders.
• Handle strategic account conversations and guide Senior Stakeholders on industry and Duco best practices.
• Develop robust knowledge and understanding of Duco’s Product Offerings.
• Perform demos and training on Duco’s offerings.
• Lead client workshops, provide best practice guidance, driving adoption and growth.
• Collaborate cross-departmentally to help drive client outcomes and deliver value.

We are looking for someone with:

• 5+ years experience in a Customer Success, Pre-Sales (Solutions Architect/Solutions Consulting), Consulting or Project Management role ideally with experience managing a high touch motion.
• Preferably experience within a Capital Markets SaaS or Financial Services environment.
• Experience managing a client segment or multiple high-touch projects/accounts including establishing and optimising processes and playbooks.
• An understanding of capital markets or post trade technology with a track record of success working with buy and sell side institutions.
• Awareness of relevant financial market regulations such as CFTC, SFTR, EMIR, and Transaction Reporting.
• An understanding of the post trade lifecycle and data automation challenges including Intelligent Document Processing, ETL, Data Orchestration or similar technologies.
• Strong presentation and communication skills so that you can explain concepts and user stories with confidence.
• Approach problems with a practical mindset, focusing on realistic solutions that are both effective and efficient.
• Strong challenge management skills, able to independently address complex asks and resolve challenges.
• Ownership mindset, able to independently lead key client engagements and drive outcomes.
• Consultative and Technical acumen able to leverage tools like Tableau and articulate technical concepts.
• Experience with CRM and Operations platforms like Salesforce, Vitally etc.
• Ability to travel 30% of the time.

Benefits

• A market standard salary aligned with your skills and experience.
• Reviewed annually.
• Healthcare cashback scheme and private medical insurance.
• Death in service cover of 4 x annual salary.
• Employee Assistance Programme, for extra support outside of work.
• £300 allowance to make your home working environment comfortable.
• Unlimited annual holiday, because we trust our people to manage their own time off.
• Hybrid work arrangement, with three days in office and two from home.
• Opportunity to work abroad for up to 6 weeks per year.
• Enhanced family leave provisions.
• Personal learning and development opportunities (annual dedicated budget).
• Referral bonus if we hire someone great who you’ve recommended to us.
• An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company.
• Employee of the Month and Employee of the Year awards.
• 4 Volunteering days off that can be used flexibly based on the employee’s choice of initiative.
• Salary Sacrifice Schemes - Cycle to Work, Tech Scheme.

Want to do a little more research before you apply? Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn.

Disclaimer

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at talent@du.co. Include your contact information, the role you are applying for, and how we can accommodate you. During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.