VP, Client Success and Support

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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">VP, Client Success and Support</span><br></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">About d1g1t </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">d1g1t is the industry’s first enterprise wealth management platform powered by institutional-grade analytics and risk management tools that allows firms to elevate the quality of their advice and demonstrate its value to clients. Through a single integrated solution that covers the entire advisory lifecycle, d1g1t provides wealth management firms with a whole new set of capabilities they’ve never had before. Headquartered in Toronto, the company was founded and is led by an experienced financial technology team who have developed leading enterprise portfolio systems for many of the world’s banks, institutional asset managers, hedge funds and regulators. </span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Role Overview </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are seeking an experienced VP Client Success and Support to lead d1g1t’s post-implementation client experience, support client retention and foster strong customer partnerships that support long term growth.  </span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">As VP Client Success and Support, you will be responsible for the strategy, operations, and leadership of d1g1t’s post implementation areas which includes 24/7 Client Support, Customer Advocacy, Training, Customer Success Management and Renewals.  You will develop and scale a best in class customer success organization that delivers exceptional service, maximizes retention and expansion, and helps shape a client-focused culture.  </span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Develop and execute the strategy and roadmap for Customer Success and Client Support aligned with company growth objectives.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Define and measure success metrics including retention, expansion, and client satisfaction. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Act as the voice of the customer within the organization.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Oversee d1g1t’s client support operations, including 24/7 availability, responsiveness, and service excellence.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Define and optimize support processes, escalation protocols, and service-level agreements.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Introduce and manage tools and automation to enhance customer experience and operational efficiency.  Use data and analytics to identify trends and continually improve client support.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Provide leadership to drive client adoption, positive business outcomes and account growth. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Implement playbooks, lifecycle management plans to ensure consistent client outcomes.</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Design scalable client support models to support profitable growth and to support different customer segments. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Oversee strategy and execution for customer education and advocacy, with strong   </span><span style=\"font-size: 10pt\">referenceable customers.</span></li>\n<li><span style=\"font-size: 10pt\">Manage steady renewal rates and reduce down sell &amp; churn.  Identify up sell opportunities.  </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build, mentor, and scale high-performing teams across Customer Success, Support, and Account Management.  Foster strong client focused culture.  </span><span style=\"font-size: 10pt\">Support continuous learning and development within team.  </span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Required Skills and Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Degree in business, technology, or related field preferred, with a passion working in a high growth tech environment.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Minimum of ten years experience in </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">client success and support</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> leadership role.    </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Demonstrated success in managing Client Support and Customer Success teams.  Strong track record of driving customer retention, satisfaction and growth in a high growth SaaS environment. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong operational and analytical background.  </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Adept at interpreting and leveraging data insights.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Ability to understand business objectives and align d1g1t accordingly</span></li>\n<li><span style=\"font-size: 10pt\">Ability to communicate and partner effectively across internal teams and with external stakeholders</span></li>\n<li><span style=\"font-size: 10pt\">Results focused with ability to drive both activity and outcome metrics</span></li>\n<li><span style=\"font-size: 10pt\">Enthusiastic and client focused leader with strong communication skills</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Perks of working at d1g1t</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Excellent opportunity to join a fast-growing Fintech startup experiencing hyper growth</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Working in a culture of collaboration, innovation and internal mobility where your voice is valued and given importance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Competitive compensation package with bonus and comprehensive healthcare benefits </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Employee and Family Assistance Program</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Fitness and Wellness Credit</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Continuing Education Allowance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Hybrid work environment and flexible hours </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Mac or Windows: choose what suits you</span></li>\n</ul>",
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