Director, Venture Retentions

About the role:

Aumni is excited to be looking for Directors of Customer Success for our Aumni Core product (DC). You will act as primary customer liaison and relationship manager for our venture capital fund customers throughout their entire journey with Aumni. You will be laser focused on (i) leveraging your deep venture capital subject matter and industry expertise to tailor your customers’ experience with bespoke solutions that address their unique challenges and (ii) being a trusted partner who works collaboratively with our customers to identify issues and create business-practical solutions that drive value for their business.

This is not a customer service or customer support role. This role is ideal for a corporate attorney or someone with a growth mindset, deep financial experience in VC who loves building relationships based on strategic thinking and collaboration. The DCs at Aumni are the stewards of the customer-Aumni relationship, proactively working with our customers to make sure that we, as a company and through our software, are providing them with the best possible experience and driving the most value possible. You will be their strongest ally and advocate within Aumni and primarily responsible for building a long-term collaborative partnership across the entire venture capital firm organization. 

The DC will report directly to Katrin Robb, VP of Customer Success & Strategy, and a former venture attorney herself. This role is critical to the growth and success of Aumni and will include not only working closely with our venture capital firm customers, but also being the voice of the customer within Aumni and working cross-functionally with many other departments including Sales, Customer Operations, Product, Corporate Development and Engineering to drive strategy and product decisions. You will be joining a start-up at the early stages of hyper-growth and be a foundational hire that will be expected to contribute to building out the department for scale and future growth.

What you'll do:

Sales: 

• Support Sales efforts as needed including participating in prospect calls.

General Account Management: 

• Act as primary customer relationship contact and trusted advisor to your assigned customers. You will manage all aspects of the customer relationship, drive product adoption and usage throughout the customer journey and ensure optimal interaction with Aumni processes, products, and services. You will own the success and health of your assigned customers.
• Manage and oversee all aspects of investment document onboarding, full platform access at launch and ongoing growth and expansion of the customer relationship, including managing contract renewals & expansion opportunities.
• Identify upsell and expansion opportunities through customer interactions and develop strategies to align with customer’s business objectives and an identified customer success plan.
• Own and manage a renewal pipeline and forecast as well as communicate and manage contract and invoicing efforts.

Customer Engagement: 

• Develop customized strategies aimed to increase engagement and revenue while mitigating churn.

CS Department Infrastructure: 

• Create and scale new processes, protocols and resources to support Aumni’s hyper growth and help scale our business by increasing CS department efficacy and efficiency.
• Monitor and contribute to Aumni's Customer Account Health system to measure customer base key metrics that trigger specific account growth and retention programs.
• Leverage technology to proactively engage with customers at scale.

Product Development:

• Solicit feedback related to product and service offerings and collaborate with Product re: product roadmap and offerings.
• Apprise customers of product and service updates and work with Product to ensure training and optimal engagement of new product features.

General:

• Act as customer advocate in meetings (Product, Sales, etc.).
• Represent Aumni at industry events.

About you:

• Understand and have experience in the venture capital industry with private company financings.
• Proven track record of and passion for building long-term relationships with all stakeholders in the venture capital ecosystem.
• Understand client service best practices and strategies with a track record of driving high overall satisfaction, client retention and growth.
• Be passionate about being responsive to customers requests in order to provide a high-end customer experience.
• Have great project and time management skills. Be able to juggle and manage many different clients simultaneously and have the judgement and experience to triage, delegate and prioritize appropriately and effectively to drive projects forward and maintain great client communication.
• Have a strategic mindset and natural salesmanship for serving an expanding book of customers while providing best-in-class support and services. 
• Be hyper focused on detail and organization, motivated to learn, and a self-starter who takes ownership of relationships and projects.
• Have a proactive, solution-oriented mindset when it comes to handling customer issues. Be able to identify the problems the customers will likely bump into and work transparently to solve them.
• Have the initiative to identify customer pain points, perform root cause analyses, and suggest effective solutions.
• Be technically savvy and quick to learn new systems and applications so as to assist customers with application training and product launches.

Experience

• Have 2+ years experience working in the venture capital industry in a client or customer-facing relationship-focused position.
• A background in legal, financial, or accounting services within the context of the venture capital industry.
• A Bachelors degree is required.
• Experience working in a B2B SaaS organization is preferred.

Benefits

• Competitive base salary and Aumni stock options to ensure that everyone is personally invested in the success of the company
• Provided desk setup including MacBook, monitor, keyboard, and mouse/trackpad
• Employer-sponsored health, dental, and vision insurance
• Flexible PTO policy that advocates for a strong work-life balance
• Kitchen loaded with snacks and beverages
• Relaxed office space with multiple lounge areas nestled at the base of Big Cottonwood Canyon
• An awesome team culture with groups that eat, ski, game, and generally hang together