Actively drive client participation and engagement to support a new Versana product launch. **
Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plans.**
Passionate about developing and implementing the ideal customer journey for a new product.**
Provide direct client training to drive adoption of Versana’s self-service technology solution.**
Coordinate efforts with the Head of Product, Client Success with Go-to-Market (GTM) execution for Versana new product launch, including Agent Bank and Lender onboarding, product demonstrations, documentation gathering, account activation. **
Provide ongoing support to new clients with training and manual processing of the new product’s launch. **
Address queries from Agents and Lenders around the new product’s process and workflow, from loan and amendment documentation, system queries to process of the new product’s capture**
Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existing processes. **
Adhere to internal and external onboarding and new product related SLAs, where applicable.**
Ensure that all operations comply with industry regulations, data security standards, and risk management protocols.

3 to 5 years of experience in the Syndicated Lending market with a sound understanding of products and processes for both the primary and secondary lifecycles, is highly desirable.**
Prior experience with customer success in a start-up environment.**
Strong problem solving and analytical thinking skills, with a willingness to dive into details.**
Excellent communication and presentation skills. **
Detailed knowledge of process planning.**
Experience in customer facing role highly desirable.**
Exposure to CRM platforms to track and follow up on customer requests.**
Understanding of financial products (must have).**
Comfortable engaging with personas at all levels at buy side and sell side firms.

Client Success Operations Associate

Key skills