Client Solutions Associate, Norm AI

• 2-4 years of professional experience in client success, engagement, consulting, or account management roles within compliance, legal services, or technology
• Experience working with executives in highly regulated industries (e.g., financial services, insurance). Experience in client-facing roles
• Demonstrated ability to manage complex client relationships and ensure client satisfaction. Exceptional communication and relationship-building skills, with the ability to convey complex concepts to clients in a clear, concise, and professional manner
• Highly independent and comfortable working as an IC
• Willingness and humility to serve in a supporting role when needed, and independence and desire to take the lead when needed
• Detail-oriented with excellent organizational and project management skills

Desirable

• As a Client Solutions Associate at Norm Ai, you will play a critical role in ensuring the success and satisfaction of Norm Ai’s clients
• You will be a key point of contact for clients, responsible for supporting Engagement Managers with client onboarding, maintaining ongoing client relationships, and making sure that clients derive maximum value from the Norm Ai platform
• Your primary goal is to ensure our clients are engaged, satisfied, and experiencing maximum value from Norm Ai providing deeply engaged, thoughtful, and proactive support, frequent updates, and tailored solutions
• You will work directly with Engagement Managers and collaborate closely with other cross-functional teams such as Legal Engineering, Product, Engineering, and Sales to drive client success and act as an advocate for the client within Norm Ai, surfacing client feedback in an effective and actionable manner
• As a face of Norm Ai to our clients, you will be tasked with translating complex business and workflow needs into actionable outcomes, ensuring clients are fully leveraging the platform’s capabilities
• You will need to be comfortable presenting and aligning Norm Ai’s technology to meet the specific challenges of each client’s industry and organization
• Wherever possible, you will seek to go above and beyond to meet their needs and demonstrate the value of Norm Ai - whether that means preparing custom collateral for a meeting, visiting them in-person at their offices or combing through complex documentation in order to deeply understand client needs
• You will ensure that our clients are successfully working with the Norm Ai platform by helping connect the dots between their regulatory perspective, their business context, and their workflows so they fully understand the impact of our technology
• You are a hard worker who is hungry to learn and to move a leading AI company forward
• You will also take on strategic projects as and when needed in order to facilitate Norm Ai’s strategic objectives, helping Norm Ai tell its story through thoughtful, metrics based, and effective content creation
• Drive client success: Lead comprehensive client onboarding processes, ensuring smooth implementation and adoption of the Norm Ai platform. Provide personalized support, ensuring that clients quickly see the value of our platform. Build and maintain strong, long-lasting relationships with clients by delivering proactive weekly updates and any additional training or guidance needed
• Be scrappy: Look for any and all opportunities to add value to our clients. Leave no stone unturned and always strive for excellence
• Be confident and compelling: Enter into situations with uncertain outcomes and work to drive success. Navigate highly complex conversations with grace, intelligence, and confidence
• Responsive and hardworking: High responsiveness to client inbound and a strong desire to go the extra mile for our clients
• Tell our story: Exceptional communication and relationship-building skills, with the ability to articulate complex concepts in a friendly, helpful way
• Build pitch & collateral: Build compelling demos and collateral, including new assets that are fit to purpose
• Flexible, problem-solving mindset: Identify and resolve any client issues in a timely manner, engaging other internal resources as needed to drive successful outcomes
• What Success Looks Like
• 30 days
• You have a deep understanding of the Norm Ai platform and the client onboarding process
• You are familiar with the key compliance and regulatory frameworks that Norm Ai supports
• You are able to clearly articulate Norm Ai’s value proposition and present a client demo
• 60 days
• You are assisting with client onboarding and providing regular status updates
• You are effectively project managing, and proactively identifying potential issues and working to resolve them before they escalate
• You have built meaningful relationships with clients and understand their unique needs
• You have made meaningful contributions to our product team by surfacing feedback in a thoughtful, effective, and concise manner
• You deeply understand how our technology works
• 90 days
• You are involved in the entire client engagement lifecycle, from onboarding to renewal
• You are trusted by clients as an expert on the Norm Ai platform
• You are playing a key role in ensuring client renewals and upsells by demonstrating the continued value of the Norm Ai platform
• You are able to enter any client conversation, including with no prior exposure to their business or compliance practices, and quickly shape the discussion in a way that benefits both the client and Norm Ai