Customer Success Associate

Are you passionate about finance and technology? Are you a great communicator and networker? If so, this position offers you the opportunity to leverage both of these skills! This is your chance to join a Fintech start-up experiencing growth and scaling quickly!

Company

Mako is a top fintech firm, building software to bring top asset managers into the cloud.  Our SaaS platform allows firms to onboard new clients and grow their AUM faster with smart automation and great user experience.

We’re the leading solution in a fast-growing segment that has become a must-have in the wealth industry, and we’ve ridden our product leadership to profitability, a team of 60 and market leadership. 

As we expand our business to domination across Canada and international expansion, we’re looking for someone to join our Customer Success team, amaze our clients and build great things with us. 

The Job

You will first receive training with our Solutions Engineers to give you the best possible understanding of our product, before transitioning to the customer success team. You need to come in with an existing understanding of wealth and finance, a basic understanding of Python or Javascript, and be comfortable working with CEOs and VPs to rapidly make things happen. And critically, as a tech company, you need to quickly understand our product and be able to assist our customers improve their business operations.

This means, reporting directly to the Chief Revenue Officer, your job will be:

• Help us grow our happy customers across Canada by owning the customer relationship;
• Maintain a real time understanding of your customers and their adoption of our platform;
• Help customers identify new, innovative opportunities to improve their business operations via custom business process automation configurations on Mako;
• Become a Mako subject matter expert to help define new best practices to solve customer needs and champion these ideas with our internal teams;
• Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities;
• Collaborate with sales to identify opportunities to cross-sell and upsell customers on additional solutions;
• Identify customer adoption challenges, CSAT risks and other indicators of churn risk;
• Resolve complaints and prevent additional issues by improving processes;
• Maintain accurate account records, keeping track of any invoices, contract updates and renewals.

Requirements

• Strong knowledge of wealth and finance
• Bachelors degree in computer science, math, physics, engineering, or finance from a major Canadian university
• You have basic coding and debugging skills, such as Python, JavaScript, etc.
• You have enthusiasm and great communication skills as you will need to support our clients and nurture that relationship.
• You possess the ability to learn and retain technical knowledge quickly.
• Data-driven mentality
• French fluency a strong asset

Location

• Remote in Canada
  

Why you should want this job

• Top tier compensation including commission and equity
• Gold-plated benefits
• High-end Mac or PC laptop
• $1000 budget to outfit your home office
• Unlimited vacation policy