Client Success Analyst

About Clockwork:

Clockwork is the digital investment office for private markets™.

We offer technology and solutions for a range of private investors, currently totaling $5B+ in asset value across client portfolios.

The company takes a technology meets service approach to support the needs of a diverse range of investor types and objectives via our proprietary platform, Clockwork Universe. Clockwork's clients include family offices & high net worth individuals, private funds, angel and syndicate groups, and other investors and advisors.

Clockwork maintains its headquarters in Charlottesville, Virginia with offices in New York City, Mexico City, and Montevideo with a distributed team across investment specialists, business analysts and product engineers and designers.

Job Description:

We are seeking a motivated and customer-oriented Client Success Analyst to join our team. 

In this role, you will be responsible for ensuring a successful experience for all users throughout their relationship with Clockwork. This will involve helping to analyze customer data and behavior, adjust platform settings, and manage customer relationships. You will work for the Client Success team but also maintain touchpoints to Marketing, Client Development, and Product teams to ensure a seamless experience for the end users.

The ideal candidate should have excellent communication skills, a strong attention to detail, as well as familiarity with and enjoyment of technology. This will be a client facing role.

Responsibilities:

• Manage client relationships through interactions via email, chat, and phone to address inquiries, concerns, and issues related to the Clockwork Universe platform.
• Analyze data to identify patterns, trends, and areas for improvement to inform product development and user engagement strategies.
• Collaborate with cross-functional teams, including product and engineering, to identify and resolve issues and ensure a seamless user experience.
• Assist in preparation and delivery of client success reports to provide insights and recommendations to internal teams and stakeholders.
• Maintain accurate user data and ensure database integrity.
• Help with drafting support documentation for Clockwork Universe.
• Monitor user engagement and proactively identify opportunities to improve satisfaction and retention.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field.
• 1-2 years of experience in a customer-facing role, preferably in a technology company.
• Excellent communication skills, both verbal and written, with the ability to empathize with users and actively listen to their needs.
• Strong attention to detail and ability to multitask effectively.
• Strong problem-solving and analytical skills.
• Good data management skills, including experience with preparing .CSV files.
• Familiarity with technology tools such as Intercom, CRMs, Excel, Notion, or similar.
• Positive attitude and strong interpersonal skills, with the ability to build rapport with users and the Clockwork team.
• Strong organizational skills and ability to prioritize tasks effectively.
• Fluent in English, Spanish a plus.