Client Operations Manager (Services) - B2B SaaS Fintech

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Landytech is on a mission to revolutionize the way that investment managers, asset owners and their advisors access asset information. Powered by Sesame, an industry-leading investment reporting platform, we are helping clients in over 15 countries make informed investment decisions and deliver insights faster.

The company is growing rapidly and it's an exciting time to join, having secured $12M in Series B funding in January 2023. In just four years, it has gone from two co-founders to a team of 100+ staff, with offices in London and Paris. At Landytech, we see diversity as our strength with a team from over 15 countries.

Team & Role

The Landytech Services Group comprises of Client Success Management, Data Services, Client Delivery, Product Specialists, Support and Professional Services. Services is responsible for client onboarding, client retention, product adoption, expansion, professional services and production support.

The Client Operations Manager (Services) plays a critical role in optimizing the efficiency and effectiveness of our Services Group. You will be responsible for analysing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, operational efficiencies and overall business success. Collaborating closely with Services management, the frontline CSM team, CD and PS, as well as cross-functional teams, you will develop insights and recommendations to drive continuous improvement in our Services processes and workflows. You will also help establish and take ownership of the management reporting process including existing and new systems.

What We Are Looking For

Data Analysis and Reporting

• You will be analysing client data and establishing performance metrics to identify trends, patterns, risks and key insights that can inform strategic decisions and drive Services success initiatives
• You will be developing dashboards, reports, and visualizations to communicate findings and provide actionable recommendations to internal stakeholders
• You will be conducting thorough analysis of Services data, including high touch client insights, client/project feedback, usage metrics and supporting interactions to improve retention and reducing client churn
• You will be maintaining client documentation and templates used with clients, and within the Services Group
• You will be developing and maintaining reports and dashboards to track key performance indicators (KPIs) and measuring the effectiveness of Services initiatives
• You will be coordinating and running selected Services meetings, own monthly board reporting tasks and help preparing presentations

Renewal Management, Upsell and PS Sales Support

• You will be monitoring client contracts and alerting ahead of key dates in the contractual lifecycle
• You will be managing activity around renewals across teams involved, and upsells and PS sales led by CSMs
• You will be assisting with company strategic initiatives to migrate legacy contracts to new consistent terms with a new scale-up pricing model
• You will be centralising upsell and professional services activity in our CRM, and providing pipeline forecasts
• You will be working with the assigned CSM, CD, sales, and finance teams to ensure renewals and upsells are carried out successfully, minimising churn and ensuring process is easy for the client
• You will be reporting on retention rates and known risks, and potential risks that are developing

Services Teams & Insights

• You will be collaborating with the Services Teams to develop action plans and initiatives based on client feedback
• You will be assisting in the development and implementation of client success strategies, such as onboarding processes, training programs, professional services offerings and client satisfaction surveys
• You will be collecting and analysing client feedback through surveys, NPS/CSAT scores
• You will be collaborating with cross-functional teams, including Sales, Revenue Enablement, Product, and Engineering, to ensure alignment on client needs and priorities
• You will be synthesizing client insights, track client governance levels, project RAGs status and communicate findings to management
• You will be distributing and tracking cross-client notifications

Operational Optimisation

• You will be developing and implementing standardized workflows and operating procedures to enhance productivity, ensure consistent delivery and help focus the teams on clients and delivery
• You will be collaborating with the Services Teams to identify operational inefficiencies and streamline processes to improve overall efficiency and effectiveness.
• You will be establishing, continuously monitoring and evaluating operational performance metrics to identify areas for improvement and implementing corrective actions as needed
• You will be implementing best practices and standardize procedures to enhance the overall client experience
• You will be monitoring industry trends and best practices to stay informed about advancements in Services operations

Technology & Tool Management

• You will be handling internal systems setup, management, and optimization, configuring and managing CS/CD platforms, as well as using other systems including Click-Up (task & project management), SharePoint (team site, client collateral), HubSpot (contracts & opportunity data), DataDog (client usage analytics), Azure DevOps (engineering)
• You will be launching and owning the in-house use case and use case config library and ensuring it is maintained and that use cases are routinely added to improve the value of this to the company and our client base
• You will be undertaking tasks as required by VP Services and providing admin support to the team when needed

Your Skills & Expertise

• You have 3+ years of experience operations analysis, data analytics, or a similar role in a B2B SaaS environment, working with business and technology stakeholders
• You have a Bachelor's Degree in a STEM subject (Science, Technology, Engineering and Mathematics)
• You have experience working in an analysis or technical role for a software company/financial institute, fintech or a SaaS
• You have a strong understanding of data analysis tools and techniques such as Excel, DataDog or PowerBI
• You have experience with CRM/CS/PS platforms (a plus)
• You have knowledge of client success/client delivery methodologies and best practices
• You have strong analytical skills with the ability to interpret complex data sets and generate actionable insights
• You have excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and help gain buy-in from stakeholders
• You have strong presentation skills and you are detail-oriented with a focus on accuracy and quality in all aspects
• You have the ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines
• You have very strong organisational skills with ability to work independently

Our Benefits

• An opportunity to work in a fast growing fintech revolutionizing investment reporting
• Hybrid style of work/WFH allowed depending on role
• Competitive salary & stock options package
• Private medical insurance with Bupa for you and your family members
• Life insurance option
• Pension Plan with NEST
• Cycle to Work Scheme and gym allowance
• Office food & drinks, regular socials

If this sounds like a match to you, we are looking forward to receiving your application!