Member Experience

Summary

Join Finalis as the Vice President of Member Experience and lead the development and execution of a unified strategy to enhance the experience for investment bankers on the platform. You will oversee the end-to-end experience, from go-to-market strategies and client interactions to product innovation, technology development, and operational efficiency. This leadership role requires collaboration across all departments, driving alignment and ensuring a seamless, efficient, and user-centric investment banker journey. You will lead and drive the vision for the Banker Experience, ensuring alignment across go-to-market and product teams to deliver a unified, high-impact user experience. Partner closely with product, design, engineering, and data teams to define, prioritize, and deliver platform features that optimize the banker experience and overall platform usability. Understand the needs and pain points of bankers and ensure the platform's tools, workflows, and resources are tailored to enhance their effectiveness and efficiency. Define and implement policies, processes, and best practices that foster smooth collaboration between teams, streamline the banker journey, and enable scalability as the platform grows. Constantly revisit processes to ensure a strong, efficient customer experience. Set clear Objectives and Key Results (OKRs) for Banker experience initiatives, ensuring continuous measurement and optimization to improve satisfaction, platform adoption, and overall success in the private capital markets. Be a strategic thought leader within Finalis, ensuring that the Banker experience is innovative, forward-thinking, and aligned with the latest trends in both technology and investment banking.

Requirements

• At least 5 years of Vice President level leadership roles leading teams over 15 employees
• Experienced Customer Success & Delivery Leader: Proven leadership in Customer Success, Professional Services, or Delivery roles within SaaS organizations, with experience supporting thousands of global clients
• Strong Cross-Functional Collaboration: Demonstrated success working across product, design, engineering, and data teams to deliver customer-centric solutions
• Customer Engagement Expertise: Skilled in managing customer-facing engagements, resolving issues, and communicating effectively with stakeholders
• Operational Excellence & Innovation: Passion for leveraging technology and innovation to solve business challenges, improve services, and drive operational outcomes
• Strategic Business Acumen: Ability to translate complex market needs into actionable strategies that align with organizational goals and drive customer satisfaction
• Delivery & Project Management: Hands-on experience in project planning, budget/milestone control, release planning, and leading high-performing delivery teams
• Coaching & Team Leadership: Serves as a player-coach who can guide teams toward achieving OKRs while remaining open to feedback and new ideas
• Execution-Oriented & Proactive: Highly organized, responsive, and effective at setting expectations, driving projects to completion, and maintaining a positive, ownership-driven mindset

Responsibilities

• Lead and drive the vision for the Banker Experience, ensuring alignment across our go-to-market and product via customer success, product, design, engineering, and data, and back-office operations to deliver a unified, high-impact user experience
• Partner closely with product, design, engineering, and data teams to define, prioritize, and deliver platform features that optimize the banker experience and overall platform usability
• Understand the needs and pain points of bankers and ensure the platform's tools, workflows, and resources are tailored to enhance their effectiveness and efficiency
• Define and implement policies, processes, and best practices that foster smooth collaboration between teams, streamline the banker journey, and enable scalability as the platform grows. Constantly revisit processes to ensure a strong, efficient customer experience
• Set clear Objectives and Key Results (OKRs) for Banker experience initiatives, ensuring continuous measurement and optimization to improve satisfaction, platform adoption, and overall success in the private capital markets
• Be a strategic thought leader within Finalis, ensuring that the Banker experience is innovative, forward-thinking, and aligned with the latest trends in both technology and investment banking including influencing the type of integration and service partners we work with to augment our Banker experience

Preferred Qualifications

• Associate's or Bachelor's Degree in engineering, business, computer science or related field
• Previous experience managing revenue, including renewals, expansions, or commissions
• Demonstrated time management and prioritization skills with an eye for continuous improvement
• You have exceptional written and spoken English
• You can handle confidential information
• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines
• You are flexible, patient, persistent and have a team spirit attitude

Benefits

• 100% Remote work (Work from wherever you want!)
• Competitive USD salary
• High-Speed Internet expenses allowance
• Generous Paid time-off (Vacation Time!)
• Additional 17 Flex Days (to use in national holidays or personal matters)
• Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀
• People Team Partner (to target your roadblocks and customize an action plan for your career path)
• Buddy Program
• Virtual After-Office Activities
• Diverse Culture & Inclusive environment
• Benefits Package [if applicable]
• Paid Family Leave [if applicable]