We are looking for an experienced and client-focused Senior Customer Success Manager/Lead with strong knowledge of stock markets, capital markets, and financial services. The ideal candidate will be responsible for managing client relationships, gathering and documenting business requirements, preparing Business Requirement Documents (BRDs), obtaining client approvals, and coordinating with Product, Development, QA, and Support teams to ensure successful delivery of client requirements.

The candidate should have excellent communication skills, strong analytical abilities, and the confidence to independently lead client discussions, manage escalations, and guide junior team members.

Key Responsibilities

1. Client Relationship Management

- Manage client relationships independently and serve as the primary point of contact for assigned clients.
- Conduct client calls, requirement-gathering meetings, product discussions, and issue-resolution sessions.
- Understand client business needs and ensure a high level of client satisfaction.

2. Requirement Gathering & BRD Preparation

- Gather, analyze, and document business and functional requirements.
- Prepare detailed Business Requirement Documents (BRDs), including workflows, business rules, validations, assumptions, and acceptance criteria.
- Present BRDs to clients, address queries, incorporate feedback, and obtain formal client approval before development begins.

3. Development & QA Coordination

- Translate approved requirements into clear and actionable instructions for Development and QA teams.
- Clarify functional requirements and resolve queries raised by developers and testers.
- Coordinate requirement implementation, testing, defect resolution, and final delivery.




- Ensure delivered functionality aligns with approved requirements and obtain client confirmation after delivery.

4. Product Support & Issue Resolution

- Investigate client-reported issues, identify root causes, and coordinate with relevant technical teams for resolution.
- Track issues, escalations, and pending requirements through to closure.
- Work closely with Product, Development, QA, and Support teams to improve product functionality and service quality.

5. Financial Market & Product Understanding

- Apply knowledge of stock markets, capital markets, financial products, and investment processes to understand client requirements.
- Understand relevant concepts such as portfolio management, PMS, mutual funds, trading, securities, transactions, and corporate actions.

6. Reporting & Data Validation

- Use MS Excel for reporting, data analysis, reconciliation, and requirement validation.
- Utilize basic MySQL queries, where applicable, to investigate data-related issues and validate application-level information.

7. Team Leadership & Process Improvement

- Guide and mentor junior Customer Success and Support team members.
- Share product knowledge and best practices for client communication and requirement management.
- Improve documentation standards, follow-up processes, and coordination between client-facing and technical teams.

Required Skills & Qualifications
- Experience: 5–8+ years in Customer Success, Client Servicing,



Business Analysis, Product Support, or a related role.
- Education: Graduate in any discipline or an IT-related qualification such as BCA, B.Sc. IT, B.E./B.Tech. is preferred.
- Financial Knowledge: Strong knowledge of stock markets, capital markets, and financial terminology is mandatory.
- BRD Preparation: Proven experience in independently preparing detailed BRDs and functional requirement documents is mandatory.
- Client Management: Robust experience in client calls, requirement gathering, presentations, stakeholder management, and obtaining client sign-offs.
- Technical Coordination: Ability to work effectively with Development, QA, Product, and Support teams.
- MS Excel: Strong working knowledge of Excel and data handling.
- MySQL: Basic working knowledge is an added advantage.
- Communication: Excellent verbal and written communication skills with polished English.
- Leadership: Ability to guide junior team members and manage multiple clients and priorities.
- Problem-Solving: Strong analytical thinking, attention to detail, ownership, and follow-up skills.
- Professionalism: Positive attitude, professional approach, strong organizational skills, attention to detail, and ability to manage multiple clients, requirements, and priorities simultaneously.

Preferred Industry Experience Candidates with experience in any of the following domains will be preferred:
- FinTech and financial technology
- Portfolio Management Services (PMS)
- Wealth Management and Investment Management
- Capital Markets and Securities
- Stockbroking and Trading Platforms
- Financial Services Product Support

Pay: ₹720,000.00 - ₹960,000.00 per year

Work Location: In person

📌 Senior Customer Success Manager (Andheri East)
🏢 Hans InfoTech
📍 Andheri East