Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) provides ActiveDisclosure service delivery and support to a portfolio of clients. The role serves as a client contact, resolves issues, supports adoption and retention activities, and contributes to client satisfaction and operational excellence.

Responsibilities

• Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities
• Service Delivery: Respond to client inquiries, requests, and escalations with professionalism; coordinate with internal teams to resolve issues and remove obstacles; recognize service risks and client concerns, escalating appropriately to senior team members
• Portfolio Support: Work with a team to support a high-volume, lower-complexity portfolio using standardized motions and playbooks, including but not limited to proactive outreach campaigns, health checks, adoption communications, and engagement programs
• Client Adoption, Retention & Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities; perform outreach based on predefined triggers and escalate insights to senior team members as appropriate
• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications
• Self-Service Enablement: Assist in managing client activities, promote available self-service resources, knowledge content, training materials, and product capabilities to help clients maximize value
• Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage and workload balancing
• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards to ensure consistent platform and service delivery execution
• Data & CRM Hygiene: Maintain complete and accurate CRM records, client activities, engagement history, and health indicators to support effective portfolio management

Skills

• Client-first mindset with strong relationship management skills
• Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals
• Excellent written and verbal communication skills
• Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite
• Highly organized with strong attention to detail
• Comfort using CRM platforms, business applications, and productivity tools
• Ability to follow established playbooks and processes
• Ability to support a large portfolio efficiently
• Bachelor's degree or equivalent professional experience
• Experience in a fast-paced, structured team environment
• Experience supporting portfolio-based client models or large books of business
• Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments
• Finance/accounting background

Benefits

• Flexible workplace
• Comprehensive benefits
• Opportunities for professional growth

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