Responsibilities
What will you contribute?
The successful candidate will play a pivotal role as the owner of various stages of the customer journey and co-owning the customer relationship (with the Account Executive where appropriate) on behalf of Finastra. Our Customer Success Executives take a proactive and strategic approach, ensuring customer satisfaction, and driving success throughout the entire customer lifecycle. By balancing the 'Business as Usual' aspects of day-to-day management with a longer-term customer success strategy that increases adoption and retention.
The CSE will be responsible for an individual portfolio of customers, spanning the TCM product portfolio. Critical to the success of the role will be achieving individual targets - such as the increase in Net Customer Growth (NCG) which focuses on the overall revenue generation at a portfolio level and Upsell, which is the increase in penetration of strategically important products.
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To be successful in the role, the Customer Success Executive will need to build and maintain strong internal networks across the Sales, Support, Services and Product organizations, partnering with these teams to deliver the best possible solution(s) & service(s) to our customers. The CSE will also provide a critical conduit to the Product Development teams that ensure a continuous feedback loop is maintained to enable all perspectives to be considered as part of the product roadmap.
Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer's business goals & priorities. Work with the customer to define & track value realization of our Treasury and Capital Market solutions against these goals to drive adoption and understanding our product portfolio.
Actively manage account to identify risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.
Strategic Goals & Deliverables:
- Our Customer Success Executives, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer by improving retention, renewals and adoption rates in line with our success strategy.
- Drive adoption through actionable insights, customer focus, proactive engagement, experience improvement and 'customer first' culture. Balancing the importance of maintaining revenue -shape and influence the success change agenda for each customer.
- Identify and manage areas where the client has expectations that are misaligned with their contract / Finastra policy and work to gain re-alignment.
System Implementation:
Ensuring smooth setup and successful onboarding experience, working with Project Manager and Implementation teams to provide oversight for successful go-live.
- System Use and Satisfaction Post-Go live:
- Develop and execute success plans in collaboration with the Account Executive for each customer, focusing on their unique needs and goals.
- Engage proactively and frequently with customers, to build strong relationships.
- Utilize architecture and usage data to derive insights and proactively manage risks.
- Coordinate with the Customer Support team to address production escalations raised by customers.
- Manage the end-to-end process for at-risk customers, from detection to resolution.
Customer Expansion and Retention:
- Drive the customer upgrade campaigns by identifying, qualifying, and raising upgrade opportunities both internally and with the customer.
- Support the identification and creation of software leads at the customer level.
- Collaborate with Account Executive to manage all opportunities, including services, upsells, renewals, and compliance.
Qualifications and Experience:
- Experience within the Treasury and Capital Markets sector.
- Experience with Treasury and Capital Markets software, whether at a bank, consulting company, or software vendor
- Ability to interact and demonstrate presence with all levels of stakeholders (from business users to senior levels), whether within Finastra or with the customer.
- Ability to work autonomously, take ownership & accountability, while rallying individuals, teams to support customer towards end goal.
- Technical and problem-solving skills and ability to understand or recognize root causes of issues.
- Exceptional relationship-building capabilities and effective communication, presentation, and interpersonal skills. Ability to challenge, negotiate, influence, and persuade stakeholders especially business users.
- Analytical mindset and ability to derive insights from data.
- Organizational skills, can prioritize, multi-task and demonstrate adaptability.
- Project Management skills including strong reporting capability.
Differentiators for High Performance:
- Experience developing and delivering against Customer Success plans
- Experience in Customer Success role in similar Industry and/or regional
- Experience of CRM tooling
- Expertise in Opics or Summit or Kondor, and Risk Products with detailed use-case knowledge or otherwise other similar treasury and capital market solutions. Previous exposure to support or implementation of such solutions at Financial Services organizations
- Have a commercial & business Acumen. - understand & speak to business drivers
If you are passionate about customer success, thrive in a dynamic environment, and are dedicated to fostering customer loyalty, we invite you to apply for this exciting opportunity.