Client Success Operations Lead

Job Description

Job Description

About Us:

Versana is an industry-backed fintech on a mission to make the syndicated loan market  better. By digitally capturing agent banks’ data on a real-time basis, Versana provides unprecedented transparency into loan level details and portfolio positions, bringing efficiency and velocity to the entire market. Through our platform, participants can rest 
assured they are accessing the loan market’s most credible source of deal information.

About You:

The Client Success Operations Lead reporting to the Director of Product Operations, will partner closely with Product and Go-To-Market (GTM) teams to support the operational success of Versana’s new product launch. This includes driving execution across product demonstrations, client onboarding, account activation and maintaining high quality documentation to support the scale of Versana’s new product.  Key Responsibilities:

• Actively drive client participation and engagement to support a new Versana  product launch. 
• Lead and mentor other client success associates. 
• Collaborate with product, engineering, marketing, sales and customer success teams to deliver a product go-to-market (GTM) plans.
• Passionate about developing and implementing the ideal customer journey for a new product.
• Provide direct client training to drive adoption of Versana’s self-service technology solution.
• Partner with the Director of Product Operations and Head of Product with Go-to-Market (GTM) execution for Versana new product launch, including Agent Bank and Lender onboarding, product demonstrations, documentation gathering, account activation. 
• Provide ongoing support to new clients with training and manual processing of the new product’s launch. 
• Address queries from Agents and Lenders around the new product’s process and workflow, from loan and amendment documentation, system queries to process of the new product’s capture
• Assist with developing and adhering to performance metrics and provide continued recommendations for process improvement to reduce turnaround times for existingprocesses. 
• Adhere to internal and external onboarding and new product related SLAs, where applicable.
• Ensure that all operations comply with industry regulations, data security standards, and risk management protocols.

Must Haves:

• 5+ years of experience in the Syndicated Lending market with a sound understanding of products and processes for both the primary and secondary lifecycles, is highly desirable.
• Prior experience with customer success in a start-up environment.
• Strong problem solving and analytical thinking skills, with a willingness to dive into details.
• Excellent communication and presentation skills. 
• Detailed knowledge of process planning.
• Experience in customer facing role highly desirable.
• Exposure to CRM platforms to track and follow up on customer requests.
• Understanding of financial products (must have).
• Comfortable engaging with personas at all levels at buy side and sell side firms. 

Equal Opportunity Employer:

 

We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.