Company Description
Giant Oak is the behavioral science-led machine learning company behind GOST, a risk-screening platform. We apply social science to big data to identify illicit actions, actors and networks. Giant Oak helps clients see and understand true risk, accomplishing this at scale with precision and accuracy at a lower cost. “Tech for Good” drives our team; we at Giant Oak are doing our part to make the world a better, freer, and more secure place.
Job Description
Giant Oak is looking for an experienced Customer Success Manager to join our company in a high-growth area. We are looking for a candidate who is as passionate about our customers’ mission as they are. As a member of the Marketing, Sales and Customer Success Team, you will work cross-functionally as an account manager, post-sales engineer, and researcher/analyst. The role will support customers and accounts across Giant Oak’s operating areas, but with emphasis on the financial sector in Puerto Rico, and more broadly Latin America and the Caribbean region.
Duties/Responsibilities
- Manage client relationships and deliver zealous customer support to assigned book of business, and with emphasis on the Puerto Rico region
- Deliver and communicate ROI for our clients in the pre- and post-sales process
- Be the trusted partner to our clients on AML, fraud, risk management, public safety, and national security use cases and applications of machine learning technology
- Represent the voice of the customer to provide input into the product, marketing and sales process
- Coordinate across teams to ensure customer requirements and requests are communicated and implemented
- Supervise the onboarding of new customers, the training of users, product demonstrations, and ongoing support
- Create, develop, provide, and coordinate system training, materials, and other educational tools.
- Negotiate plans and timeframes, ensuring that clients understand the anticipated result.
- Propose improved materials or product features to customers and explains the benefits of changes
- Partner across Giant Oak to onboard new clients, navigate relationships, and work on proof of concepts to prospective clients
- Drive revenue growth from assigned accounts year over year, in-line with company growth
- Assist in the input, maintenance, and upkeep of marketing, CRM, and sales pipeline management (e.g. using Hubspot and Salesforce)
Required Experience
- Bachelor’s degree in business, information technology, finance, engineering, data science, economics or another social science field related to Giant Oak’s core mission and Customer Success needs
- 2+ year of experience in Management Consulting, Customer Success, Account Management, Business Development, Sales, Government, Bank Analyst, Compliance, or another relevant role
- Spanish language proficiency
- Passion for technology and for being a part of a fast-growing SaaS company
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
- Ability to identify and create buy-in with key customer stakeholders
- Highly organized and able to multitask
- Self-driven and proactive nature
- Excellent communication and interpersonal skill
- Open to travel (infrequent) to support Giant Oak business and client needs
Preferred Qualifications
- Based in Puerto Rico
- Experience in Anti-Money Laundering Compliance and/or investigations
- Experience working at a SaaS company
- Experience managing national security, law enforcement, and/or financial services clients
- Eligible to hold a security clearance, if required
Benefits
- Fully remote company
- Generous 401k matching
- Healthcare, vision, and dental benefits
- Access to co-working spaces nationwide
