Customer Success Manager - Financial Services
You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users. Bachelors degree or equivalent work experience required 3+ years prior Customer Success or Account Management experience working with Financial Services institutions Strong familiarity with Financial Services and Banking regulations such as FINRA, 17-A4 compliance and SEC standards Ability to champion for high value use cases amongst a highly regulated and process intense approval process Strong communication skills and technical aptitude Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation A self-starter who takes the initiative to get things done Maintain a deep understanding of the product and Financial Services vertical trends with customers about the most relevant features/functionality for their specific business needs - specifically across Retail Banking, Capital Markets, and Wealth & Asset Management institutions Ensure that a plan is in place with each customer for deployment, change management and adoption programs Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes Track accounts to identify churn risk and work actively to eliminate that risk Work closely with Product, Engineering and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs Travel up to 40%
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