Opportunity at a Glance

Reporting to the Regional Operations Manager, the Success Manager is a member of the America's team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.).

We're specifically looking for a customer success manager who will roll up their sleeves and work with the team from inside the trenches. As a key member of specific client teams, you will partner with relevant sales managers to help craft the customer success plan, building strong relationships with clients and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find and execute solutions, and improve relationships.

Key Responsibilities

1. Own overall operational relationship with assigned clients, which includes managing on-boarding, implementation, training, and high levels of customer satisfaction. Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI's (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members.
2. Trusted partner for sales to maintain and develop customer success strategies and best practices.
3. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
4. Maintain existing customer success metrics and data as directed.
5. Client or internal project (where assigned) management:
   1. Overall responsibility to ensure timely delivery of all project deliverables; prepares regular status and reports and executes regular status meetings with the project teams documenting the minutes and actions.
   2. Coordinate internal resources and third parties/vendors for the flawless delivery/ execution.
   3. Manage changes to the project/ operational scope, schedule and costs using appropriate verification techniques. Ensure process documentation is up to date.
6. Support/ lead delivery of key ACAMS events (in-person and virtual) as assigned.
7. Manages their own time effectively to maximize utilization and to balance demands from multiple priorities.

Qualifications

• Minimum bachelor's degree in a business or IT related field required or equivalent experience
• Minimum of 5+ years of customer account or solution management experience and a demonstrated record of managing multiple clients and deliverables concurrently. Preferably within Fintech/ SaaS/ Financial Services sector.
• Strong stakeholder management, organization & influencing skills.
• Experience in managing project teams across different locations, internal & external etc.
• Technology-savvy with advanced user of applications like MS office suite including Visio, CRM, reporting and analytics tools like QlikView, Power BI etc.
• Fluent written and spoken English is a must, additional regional language proficiency preferred.

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