Customer Success Manager
5 zile în urmă

As a Customer Success Manager, your objective will be to provide excellent customer experience along with tracking and management of customer desired outcomes with the primary purpose of promoting client success, retention & growth.

Responsibilities & Deliverables :

  • Manages a portfolio of accounts providing proactive and individualized Customer Success Management
  • Facilitates the cadence of, preparation for, and follow up on client facing account governance meetings, including the creation and delivery of formalized Business Reviews on a predefined basis via on-site participation or conference calls
  • Establishes and expands client relationships by understanding business objectives, acting as a key Finastra relationship point and trusted advisor
  • Creates and manages required reports and tracking of Customer Success Metrics for assigned clients and the CSM team
  • Assists assigned clients, working to facilitate coordinated Finastra support across teams and within established escalation processes
  • Works in alignment with other Finastra teams to communicate best practices, support client communications and encourage active client engagement
  • Works in alignment with other Finastra teams to be the voice of the customer and to provide client feedback to drive continous product and process improvement
  • Other duties as assigned.
  • Knowledge / Skills :

  • Fluent in English and ideally at least one of the following languages German or Spanish
  • Excellent interpersonal skills
  • Ability to build credible and influential Senior Stakeholder / Executive-level relationships
  • Excellent analytical, negotiation, and issue resolution skills
  • Effective written, verbal and presentation skills with proven ability to effectively engage with and present to senior level executives
  • Client focused, self-directed, and motivated
  • Demonstrated leadership and collaboration in driving results with teams in the pursuit of account engagement objectives.
  • Ability to navigate in complex Financial Institutions, understand current and future business requirements and translate into understanding of customer needs and sales opportunities
  • Strong PC skills, particularly with MS Office applications
  • Solid administrative skills, such as planning, organizing, and time management
  • Experience :

  • 4+ years’ experience ideally including experience within the financial services industry
  • Project Management experience, account manager experience, client support experience
  • Experience working with complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
  • Education :

  • Bachelor's degree; or Equivalent work experience with emphasis on banking / financial technology or the financial industry.
  • Job Families for Job Profiles
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