Enterprise Customer Success Manager

Nasdaq; San Juan de Terranova; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

A leading financial services provider is seeking an Enterprise Customer Success Manager to join their team in Canada. This role focuses on managing key relationships with financial institutions and requires over 5 years of customer relationship management experience. The position allows for a hybrid work model, with flexibility in location. Candidates must exhibit strong communication skills and the ability to navigate complex environments, ensuring customer satisfaction while driving engagement. This is an exceptional opportunity for passionate professionals.

Qualifications

• 5+ years of demonstrated proficiency in managing customer relationships.
• Genuine enthusiasm for engaging with customers.
• Confident, articulate, and professional communication abilities.

Responsibilities

• Collaborate across teams to drive customer success.
• Build and maintain strong relationships with C-suite executives.
• Create and refine Customer Success Management strategies.

Skills

Customer Relationship Management

Professional Communication

Critical Thinking

Conflict Management

Priority Management

Job description

We're seeking a talented Enterprise Customer Success Manager to join our vibrant team. In this role, you'll make a significant impact in the financial sector! You'll partner with top‑tier financial institutions, acting as their trusted ally and advocate.

What You'll Do

• Collaborate Across Teams: Work cross-functionally with Product Management, Product Development, Sales, and Leadership to drive customer success.
• Manage Key Relationships: Build and maintain strong relationships with C-suite executives, buying influencers, and other leadership contacts.
• Define Customer Success: Partner with your team to create and refine Customer Success Management strategies for enterprise-level financial institutions.
• Master the Product Suite: Develop a deep understanding of the Verafin product suite and effectively map customer needs to product solutions.
• Lead Effective Meetings: Organize and conduct successful meetings by setting agendas, attending calls, documenting outcomes, and ensuring accountability for commitments.
• Promote Key Initiatives: Communicate and advocate for key initiatives to ensure thorough product adoption, drive retention, and identify expansion opportunities.
• Optimize Application Use: Continuously seek opportunities to help customers optimize their use of the application.
• Ensure Smooth Transitions: Provide your successor with the necessary historical information to ensure a seamless account transition and continued success.

What You'll Bring

• Customer Relationship Management: 5+ years of demonstrated proficiency in managing customer relationships.
• Passion for Communication: A genuine enthusiasm for engaging with customers and uncovering their needs to ensure a comprehensive understanding.
• Professional Communication: Confident, articulate, and professional communication abilities.
• Effective Interfacing: Ability to interface and communicate effectively with multiple levels within a customer's organization, including C-suite, decision makers, and users.
• Priority Management: Skilled in managing competing priorities while ensuring all teams meet their requirements.
• Critical Thinking: High-level critical thinking skills to prioritize customer needs and secure buy-in from various internal partners.
• Customer Retention: Deep understanding of customer retention through relationship building.
• Conflict Management: Comfortable delivering difficult messages and handling conflict when necessary.
• Tier 1 Account Management: Experience with Tier 1 account management is a valuable asset to our team and our growth.

This position can be located in St. John's or Toronto, and offers the opportunity for a hybrid work environment (3 days a week in office), providing flexibility and accessibility for qualified candidates.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.