Client Success Analyst

Bud Financial • Full-time • Remote (United States) • $55k - $75k / year • 4w ago

Our Mission🚀Bud's mission is simple. We're here to create the world’s most compelling financial data products. The products we're building are used by some of the world's most prestigious institutions to help millions of their customers take control of their finances.

Your Mission👨‍🚀👩‍🚀As our Client Success Analyst you will play a key role in ensuring successful client partnerships through supporting the adoption of Bud’s technology in its client base, managing client sentiment and growing account value. You will do this by building authentic relationships with your client stakeholders, supporting them in their onboarding and growth journey, and working cross functionally as their advocate within Bud to help resolve their issues.

Client Success at Bud. The Client Success team’s mission is to ensure Bud’s clients get the best possible value out of Bud’s products, from onboarding through the full customer lifecycle. We do that by building strong relationships with our clients to understand and address their unique goals and challenges, so we can offer timely support, tailored advice and solutions. The core team is based in the UK but we are expanding internationally along with Bud’s footprint.

What impact you will make

Account Management
You will act as the primary point of contact for clients and handle day-to-day correspondence, demonstrating the value of the Bud platform to clients
You will be the primary point of contact, supported by the Bud incident team, for clients to manage and resolve production issues, focusing on communicating status and progress and managing sentiment with senior stakeholders
You will help document and provide client feedback to internal product teams at Bud
You will work closely with stakeholders to identify and qualify upsell and cross-sell opportunities
Customer Success
You will work closely with clients to understand the problems they’re trying to solve, how effectively Bud’s products meet their needs, and their strategy and objectives
You will manage the onboarding of client end users to Bud’s dashboard products, including managing and delivering training materials and supporting end users in adopting products and features, ensuring clients get the most benefit from Bud’s products
Team Support
You will administer Bud’s Help Centre (Zendesk) to ensure your clients’ SLAs are met and to produce necessary reporting
You will interface Bud’s internal teams (Product, Operations and Commercial) to ensure the necessary flow of information from Clients
You will provide non-technical support for the customer support team

A bit about you

A strong customer focus, with a commitment to providing excellent service and supporting internal and external stakeholders
Strong communication skills, and comfortable interacting with senior client stakeholders
Experience demonstrating products to clients and capturing feedback
Ability to work in a fast-paced and dynamic environment
Comfortable with troubleshooting problems promptly and efficiently
Comfortable with working remotely with a global team based in the UK

Taking it to the next level

Experience in B2B Fintech from a vendor or client perspective
Experience with Zendesk or another support ticket management system
Experience building and delivering SaaS product enablement

Benefits

💰Competitive salaries. We have benchmarked this role between $55,00 - $75,000
💰401(K)
📚Learning & Development Budget. $1,000 a year to accelerate your learning
📈 Career Progression. We have uniquely built out progression frameworks to help accelerate your growth and quarterly R&D days
🧘‍♂️ Mental Health Support. Online therapy and resources through our partners at Spill
🏋️‍♀️ Wellbeing Allowance. A flexi-pot of $50 a month to use towards your wellbeing
🏥 Health Insurance (medical, dental and vision)
⏳Flexible Working. We trust our team to get the job done and will support various flexible working arrangements as part of our hybrid approach
🏖️Time Off. 20 days
🫶 Volunteering Leave. 2 paid days off a year to spend time on projects and initiatives that matter to you.
🍼Enhanced Parental Leave. On top of our enhanced parental leave, we also offer 5 days of paid fertility leave and 10 days of paid pregnancy loss leave as we know the journey to parenthood isn’t always straightforward.

$55,000 - $75,000 a year

Everyone is welcome.

We are committed to building a more diverse team where everyone feels safe to be their best and most authentic selves, because we believe that these differences will make us grow and be better as a company and a team. We are always looking for people who have different backgrounds, experiences, and ways of thinking to help contribute to and grow our culture, and strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. We also encourage you to apply even if you don’t match every part of the job ad. As an equal opportunity employer we welcome everyone to our team and do not discriminate based on any applicable protected characteristics.

Please let us know if there are any accommodations or reasonable adjustments that we can make during the hiring process - we are committed to making sure you’re well supported through the process and in the workplace.