Your area of work:
We are seeking an experienced Head of Client Success Management to lead our client-facing solution design and project delivery organization. You will be at the helm of our next-generation fund-distribution market infrastructure, built on blockchain, cloud-native, and microservice technologies.
This strategic leadership role is responsible for defining the end-to-end client implementation strategy, from initial solution architecture to successful onboarding and go-live. You will lead and mentor a high-performing team composed of Client Solution Managers—our Subject Matter Experts (SMEs) who design tailored client solutions—and Client Project Managers who execute and deliver these initiatives.
As the leader of this critical function, you will ensure that client requirements are expertly captured, translated into scalable solutions, and delivered flawlessly. The ideal candidate combines deep financial industry knowledge, strong leadership acumen, and a proven track-to-record in managing complex, technology-driven client projects in a regulated environment.
Your responsibilities:
Strategy & Leadership
- Define and execute the comprehensive strategy for client solution design, project management, and onboarding, ensuring alignment with business objectives and product roadmaps.
- Build, lead, and mentor a high-performing organization of Client Solution Managers (SMEs) and Client Project Managers, fostering a culture of excellence, accountability, and client-centricity.
- Establish and govern the KPIs, quality standards, and methodologies for the entire client implementation lifecycle, from scoping and SoW creation to project delivery and handover to Client Service.
- Act as the senior-most point of contact for strategic client escalations related to solution design and project delivery, building trust through transparency and effective leadership.
Solution Design & Governance
- Oversee the Client Solution Management function, reinforcing their role as Subject Matter Experts (SMEs) in translating complex client needs into robust, scalable target operating models.
- Govern the solution design process, ensuring that all client proposals and Statements of Work (SoWs) are aligned with platform capabilities, product strategy, and delivery capacity.
- Empower Client Solution Managers (SMEs) to advise clients on best practices for adopting our platform, ensuring long-term value and client success.
Project & Onboarding Delivery Oversight
- Lead the Client Project Management function, ensuring the consistent and successful delivery of all client onboarding and implementation projects.
- Standardize and optimize the project management framework, including planning, risk management (RAID), resource allocation, and reporting, to ensure projects are delivered on time and within scope.
- Ensure seamless coordination across internal teams (Product, Engineering, QA, Client Service) to align all delivery activities with client expectations.
Cross-Functional Influence & Collaboration
- Partner closely with the Heads of Product Engineering, and Client Service to ensure a cohesive, end-to-end client journey.
- Influence the product roadmap by systematically consolidating and relaying client requirements, strategic opportunities, and feedback gathered during the solutioning and delivery process.
- Collaborate with Sales and Business Development to provide expert guidance during RFPs, pre-sales discussions, and commercial scoping.
Your profile:
- Leadership & Experience: 10–15+ years in client-facing roles (implementation, consulting, or services) with 5+ years of experience leading, motivating, and scaling technical teams.
- Domain Expertise: Deep background in FinTech, capital markets, fund distribution, transfer agency, or highly regulated financial-workflow environments.
- Technical Proficiency: Hands-on experience with API-driven integrations, data migration, cloud-native platforms, and microservices.
- Portfolio & Project Management: Proven history of managing portfolios of complex, concurrent projects for institutional clients, utilizing Agile delivery methodologies and tools (e.g., Jira, Confluence).
- Dual Design & Delivery Focus: Demonstrated capability to oversee both technical solution architecture and end-to-end project management.
- Strategic & Data-Driven Mindset: Ability to translate high-level business goals into delivery plans, using data to drive operational efficiency and quality assurance.
- Executive Stakeholder Collaboration: Exceptional communication, negotiation, and conflict-resolution skills, with a track record of partnering with cross-functional executives (Product, Engineering, Sales, Compliance).
