Overview
Director of Customer Success Jobs in Toronto, Ontario at OneVest
Title: Director of Customer Success
Company: OneVest
Location: Toronto, Ontario
About OneVestOneVest is a financial technology company on a mission to power the world’s wealth. We offer a comprehensive Wealth Management Technology Platform platform that enables enterprises to expand their product capabilities, enhance distribution, streamline front, middle, and back office operations – all while extending innovative investor and advisor experiences. OneVest offers a first of its kind Wealth API, white-label apps, an advisor and portfolio manager platform, and asset management services. OneVest is backed by notable investors, including: OMERS Ventures, Fin Capital, Deloitte Ventures, Pivot Investment Partners, FJ Labs and many more.
About The RoleReporting to the Senior Director of Operations, the Director of Customer Success is a key role in the implementation, delivery, and maintenance of OneVest’s enterprise B2B customer’s pre-launch Go-to-Market (GTM) and post-launch Business as Usual (BAU) lifecycles. This role is primarily responsible for making sure the enterprise customers leveraging OneVest’s platform to run their business have what they need to be successful before, during, and after their launches. As this function continues to develop, it will be supported by a world-class team of implementation managers, customer success specialists, and others to help realize the Director’s vision.
What You’ll Be Doing
Set the vision for OneVest’s customer success initiatives, processes and culture from conceptualization to delivery, measurement and maintenance
Learn, do and document in a hands-on capacity, with the goal of establishing best practices that can then be delegated to an empowered team
Drive successful outcomes for the Go-to-Market (GTM) implementation and Business as Usual (BAU) programs across active customers in both Canada and the United States
Build and lead an exceptional team to deliver engaging customer experiences, including recruitment, providing regular coaching and mentorship, and measuring performance of the team and individuals
Collaborate with customers on customer commit product builds to ensure delivery of these features meets their business needs
Work closely with Sales, Product, Operations, and Executive teams to ensure healthy, happy customer relationships from kick-off to delivery and beyond
Influence customer lifetime value by identifying and delivering solutions that leverage existing or new OneVest modules or functionality
Act as a key resource in addressing any customer escalations, should they occur, and handling resolution with humility and integrity
Qualifications
8+ years of experience in wealth management and/or wealth technology
Bachelor’s degree or equivalent in a related field: business administration, commerce, or operations management
Experience in digital transformation and software adoption projects in wealth management or asset management firms
Thorough knowledge of the operational landscape in the wealth management industry including stakeholders, service providers, and incumbents
Demonstrable experience with bringing a 6-12 month financial technology implementation project to market and the maintenance thereof afterwards
Strong and effective program management skills including but not limited to: planning, time management, communication, and negotiation
Proven experience in team leadership and effective communication both across distributed teams and between all levels of an organization from junior roles to the C-suite
Skilled …
