Customer Success Manager

Date Posted: 01/11/2019
Job Ref: 0515

Location: New York City

Salary: Up to US$100,000 p.a. plus excellent benefits package

Job Description:

We're seeking an enthusiastic Customer Success Manager for our client, one of the world's leading FinTech Solutions companies. Based in New York City and with travel across the USA, you will be working with leading Financial Services businesses, ensuring they receive world-class customer experience with the software and services they receive.

Our client provides the broadest portfolio of financial services software in the world ócorporate banking, retail banking, investment management, managed services, treasury and capital markets.

You will be the key point of contact for the customer and responsible for service delivery, taking ownership to meet client deadlines and manage customer expectations. Day to day you will be:

  • Accountable and responsible for customer retention and satisfaction
  • Co-ordinating, prioritizing and aligning services and resource requirements
  • Identifying areas where the customer has expectations misaligned with the contract
  • Reporting internally on deliverables, schedules and status
  • Acting as the escalation point for Account Management and the customer
  • Working with the cross functional teams to resolve operational escalations or breakdowns
  • Building great personal relationships with key customer staff
  • Holding regular status update meetings with the customer and internally
  • Understanding the customer's business and application roadmap
  • Understanding the customer RAG status and identifying where improvement is necessary
  • Helping grow the account and expand the portfolio of licensed software and services
  • Ensuring a smooth handover from implementation to production support

    Our client would like to meet highly motivated, cool under pressure candidates with:

  • 5 + years in a customer facing IT consultancy or software service delivery environment
  • Significant client contact across all levels within a technical environment
  • A proven track record in client relations management
  • Strong change management and project management skills
  • Political astuteness and conflict management capabilities
  • Excellent verbal and written communication good with problem-solving skills
  • Strong interpersonal, negotiation and presentation skills
  • The ability to influence and negotiate win / win situations
  • The ability to travel when required

    For a confidential discussion and to apply for this role, please submit your current CV, highlighting your relevant skills and experience for this job.
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