Head of Customer Operations

Build and drive the customer engagement for the future number one wealth management data company. 

 

WealthArc  is the fastest-growing platform for independent asset managers in Switzerland. Built on the latest technologies, it is the first WealthTech solution offered in a full SaaS model, with the goal to become the future data hub for wealth management and private banking. 

 

With the branches in Poland, Switzerland and the US, we are looking for an experienced executive that understands how account management and customer operations work at an enterprise start-up in the financial industry. 

 

Responsibilities: 

  • Set the overall vision and strategic plan for the account management with the focus on a positive customer experience and on growth through subscription renewals and retention improvements 
  • Reduce churn and drive new business growth through up-selling and references 
  • Define and optimize customer lifecycle by driving initiatives to improve user experience based on customer segmentation 
  • Drive customer on-boarding processes and product trainings
  • Manage roll-out projects at banks and other large financial institutions 
  • Design and oversee customer operation processes including daily data reconciliation 
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate 
  • Work closely with the sales and product managers to align on product strategy, renewal forecasting and account opportunities 
  • Lead the technical assessment as part of the sales process 
  • Build and lead world-class team: 
    • Recruit and develop a high performing team 
    • Develop company-wide customer success processes with Marketing, Sales, Product, Engineering 
    • Foster collaboration within the team and across customers 
    • Drive operational practices to track performance of teams and individuals 

 

Requirements: 

  • 5 years experience leading customer success managers, account management, or operations teams at SaaS or subscription enterprise software company 
  • 5 years experience in the financial industry, preferable wealth management/private banking 
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices 
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery 
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning 
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity 
  • Able to collaborate across the organization and with external stakeholders 
  • Experience successfully working with senior (C-level) executives 
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction 
  • Willing and able to address escalated client issues with speed and urgency 

 

What you can expect: 

  • An exciting work with a lot of independence 
  • Short and efficient decision-making processes 
  • Inspiring environment to learn and grow 
  • Revenue generating, well funded start-up with a supportive BoD 
  • Competitive performance-based remuneration with cash and shares components 

 

Please apply with your full CV at career@wealtharc.com

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