Customer Success Manager
Finastra
Bucharest
5 zile în urmă

What will you contribute?

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 at least one of the following langugages : French, German
  • Excellent interpersonal skills
  • Ability to build credible and influential Senior-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 :

  • 5+ years’ experience in 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.)
  • Knowledge of Finastra systems and in-depth knowledge of Finastra product lines, resources, process preferred
  • Education :

  • Bachelor's degree; or Equivalent work experience with emphasis on banking / financial technology or the financial industry.
  • Physical Demands :

  • Ability to receive, express, or exchange detailed information through oral and written communication.
  • Ability to see and operate a computer.
  • Ability to stand, walk, reach, stoop, bend, and lift and carry up to 25 lbs. of weight (laptop, projector, suitcase, etc.).
  • Work Environment :

  • Work is performed in a general office environment.
  • Periodic travel is required.
  • The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

    The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

    Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

    If you need assistance or an accommodation due to disability please contact your recruitment partner.

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