Customer Success Manager

Purpose of Role:

• The Customer Success Manager (CSM) uses industry & product knowledge, business strategy expertise, and account management skills to drive value realization for our customers from Finastra’s solutions and services. Customer Success Managers partner with Account Executives throughout the customer journey to deliver value, with the Account Executives accountable for coordination of activity during presales and sales cycle(s) and the Customer Success Manager accountable for success from point of sale.

Strategic Goals & Deliverables:

• Customer Success Managers work in collaboration with the wider Chief Customer Office to achieve the vision of providing a world class customer experience in every interaction across the lifecycle
• Our Customer Success Managers, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer and Finastra by improving retention, renewals and adoption rates in line with our success strategy.

Accountabilities

• Deliver Finastra’s success strategy in line with the defined success framework & regional coverage model
• 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
• Build strategic relations with our customers by providing proactive customer contact from point of sale and maintaining regular engagement cadence throughout the customer journey
• 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 Finastra’s solutions against these goals to drive adoption and understanding our product portfolio.
• Maximize value of Finastra solutions for the customer and provide vital internal feedback loop by engaging and coordinating relevant Finastra functions to drive improvements and share success stories
• Oversee onboarding process as customers move from implementation to production. Work with our Professional Services, Implementation Partners and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch. Ensure customer is aware of support services available to them and how to engage these.
• Recognize & communicate the value additional Finastra solutions will bring customers in line with their strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver.
• 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.
• Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team
• Embody and celebrate customer centricity –contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business

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

Skills & experience:

• Must be a graduate of a Bachelor's Degree
• Experience in a customer facing role (consulting, customer support, account management) that includes issue resolution & relationship management  
• Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
• Strong communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders
• Ability to work Autonomously, take ownership & accountability
• Technical and problem-solving skills. Demonstrates a design thinking mindset – ability to understand/recognize route causes of challenges
• Organisational skills – can prioritize, multi-task and demonstrates adaptability.
• Project Management skills including strong reporting capability
• Commercial & Business Acumen – understand & speak to business drivers