Client Success Director

New York, NY
Customer Success
Full-time
Who We Are: 
Ocrolus is a fintech infrastructure company that transforms documents into actionable data with over 99% accuracy. Powered by Artificial Intelligence and a unique human-in-the-loop data validation process, Ocrolus plugs directly into customer workflows via API, eliminating the need for manual data work. The solution includes built-in fraud detection and analytics, enabling customers to make smarter and faster business decisions with unprecedented precision.

Use-cases include loan underwriting, account openings, invoice processing, and other document-intensive processes. Ocrolus has raised over $30 million in venture capital, backed by Oak HC/FT, FinTech Collective, Bullpen Capital, and QED Investors, among others.


As a key leader in our Solutions team, the individual will need to be creative and solutions-oriented. Well-developed interpersonal skills and the ability to build strong relationships with partners in the Ocrolus organization will be key to the candidate's success, along with a personal desire to mentor and develop the Client Success team. The ideal candidate is an expert at communicating the big picture, but is able and willing to be hands-on and understand all tasks and responsibilities of their team. We are looking for someone who is excited by the role and has a vision for where and how our organization should evolve our client service into our future.

Key Responsibilities

    • Building, managing and leading the Ocrolus Customer Success team
    • Be the established point of coordination for customer escalations
    • Identifying additional opportunities for customer adoption and expansion
    • Liaise between sales, operations, product and engineering teams in a cross functional 
    • Be the face of the firm for client support related needs
    • Serving as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
    • Maintaining high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
    • Managing client issues and escalations, collaborating with partner teams such as operations, product, engineering and account management as required
    • Providing strategic analysis of program metrics
    • Converting clients into Ocrolus advocates, leveraging their successes for references, case studies, blogs, etc.
    • Directly manage a team of individual contributors and oversee the day-to-day operations including staff management, workload distribution, training/onboarding, and troubleshooting
    • Build and leverage strong teams through hiring and development; should be skilled at managing all levels of performance with proven ability to provide timely, specific and constructive feedback
    • Motivate employees working in high pressure (or time sensitive) environments
    • Evaluate existing and implement new business processes and systems; ensure adoption of new systems and play a major role in change management
    • Act as main point of contact for all sales operations questions, support and escalations 

Requirements

    • Track record of high client satisfaction ratings 
    • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
    • Strong leadership skills and effective problem-solving abilities
    • Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
    • Possess analytical skills and strategic thinking- you’re strong on both IQ and EQ
    • Technical skills or ability to quickly learn technical concepts
    • Proactive, energetic attitude and desire to work in a results-oriented and deadline-driven environment

We’re a young and rapidly growing FinTech company - if you have ever wanted to jump on a rocket ship as it’s taking off, now is your chance!