What you’ll be doing:
- Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well.
- Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter’s performance and value to client executives
- Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
- Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
- Own the retention number for your book of business and oversee the renewal process for expiring client contracts
- Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
- Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
- Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business
What you’ll need:
- 3-4 years of post-live, client-facing Customer Success experience
- Handling Enterprise Clients based out in Japan. Fluency in Business Japanese and English is a must
- Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
- Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
- Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
- Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
- Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
- Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
- Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
- Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems
Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:
- Great Place to Work Certification (2021, 2022, 2023)
- in NYC (2022)
- #3 on of “Most Innovative Finance Companies” (2022)
- Forbes Cloud 100 (2021, )
- SAP Pinnacle Awards “ ” (2023)
- Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)
Benefits:
- Competitive salary and bonus plan
- Comprehensive and generous health insurance, including vision and dental coverage
- Restricted Stock Units (RSUs)
- Generous PTO policy
- Half day Fridays