Trusted Family is looking for a Client Success Manager to join our team in New York!

We are looking for a Client Success Manager to join our team in New York supporting our clients in North and South America.

About Us:

With offices in New York, London and Brussels (HQ) Trusted Family is the leading online governance platform and mobile app for family businesses, family offices and boards. The company was founded 10 years ago by two next generation members from Belgian Business Families. Over  4,000 directors, shareholders and family members from the world’s leading family businesses and family offices use our platform every month.

Position:

You will work closely with our clients all along the business cycle from initial on-boarding through launch and ongoing management of client satisfaction. You will be responsible for taking a proactive approach to ensuring the success of your clients. You will help clients understand the full potential of our product and act as a liaison between the client and the development team.  You will be the product expert and chief product evangelist!


Responsibilities:

  • Work with the business development team to understand the family business and office structure, goals and objectives, primary use cases for the technology and metrics for success.

  • Provide rapid, patient and detailed responses to customer requests for technical support.

  • Creatively adapt technological needs of clients to meet the technological capabilities of our system.

  • Meet with clients on a regular basis and provide advice and assistance with their ongoing projects.

  • Provide ongoing training to client admins and others as needed and help to build training materials.

  • Attend and eventually lead on-boarding workshops.

  • Record meeting minutes and assure follow through on the part of TF and Client.

  • Monitor and ensure service utilization and engagement.

  • Help clients understand the full potential of our product and act as a liaison between the client and the development team.

  • Deliver best practice advice on shareholder and board communication, governance, education and other areas that the Trusted family platform will be supporting.

  • Review client usage statistics with them and with management to identify at-risk clients and suggest remedial efforts to retain them.

Your profile:

  • You have excellent interpersonal and communication skills

  • You are passionate about technology and have the ability to communicate technical concepts to clients regardless of their level of technical expertise

  • You have exceptional attention to detail and follow through

  • You are a self-starter, capable of working in an autonomous way

  • You are motivated by taking on new types of responsibilities.  

  • You like to learn as you go

  • Excellent written communication skills in English.  

  • Bachelor’s degree or more

  • Ideally 2-5 years in a client facing role

  • Experience in family business, family office or private wealth is preferred

  • Knowledge of Spanish is a plus

  • Work authorization in the US is required

What we offer:

  • An established company with the energy and culture of a startup

  • Possibility to organize your work in an independent and very flexible way

  • Opportunity to have a major impact on shaping a growing company

  • Join a dynamic, international and entrepreneurial team

  • Possibility to work remotely

How to apply?

Send your CV and cover letter to elvira.orza@trustedfamily.net