Customer Success Manager

Ec1 Partners; Madrid; Presencial; EUR 60.000 - 100.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Senior Customer Success Manager to enhance customer satisfaction and drive product adoption. This role involves managing enterprise customer relationships, ensuring they derive maximum value from innovative AI solutions that combat financial crimes. The ideal candidate will possess over 10 years of experience in customer success, with a strong background in financial services. You'll collaborate with various internal teams to optimize customer value, conduct strategic reviews, and identify growth opportunities. Join a dynamic environment where your strategic insights will directly impact customer success and satisfaction.

Formación

• Over 10 years of experience in customer success or related fields.
• Strong communication skills to convey complex ideas effectively.

Responsabilidades

• Manage a portfolio of enterprise customers to realize value from our solutions.
• Enhance customer satisfaction, retention, renewals, and product adoption.

Conocimientos

Customer Success Management

Relationship Building

Data Analysis

Communication Skills

Strategic Thinking

Problem-Solving

Educación

Bachelor's Degree

Herramientas

ABAP

Descripción del empleo

Our client is a leading provider of AI-based Big Data analytics.

We are dedicated to helping financial organizations combat financial crimes, including money laundering and facilitating malicious activities such as narcotrafficking and human trafficking, which negatively impact the global economy. Our Unsupervised and Semi-Supervised AI solutions enable clients to manage risk, detect money laundering schemes, uncover operational issues, and identify new growth opportunities.

We are actively seeking a dedicated Senior Customer Success Manager (CSM) to guide our customers through their post-sales journey, ensuring satisfaction, engagement, and the development of lasting relationships.

The ideal candidate will have an in-depth understanding of our customers' businesses to maximize the value from our solutions and meet their business goals. The CSM should excel in building strong relationships, providing consultative solutions, and leveraging data insights to empower customers.

Main Responsibilities:

1. Manage a portfolio of enterprise customers to realize value from our solutions.
2. Enhance customer satisfaction, retention, renewals, and product adoption.
3. Oversee customer onboarding, enablement, and increased product usage.
4. Collaborate with internal teams (Sales, Solution Consulting, Customer Operations, Support, Training) to optimize customer value.
5. Build strategic relationships, monitor customer health, and mitigate risks post-onboarding.
6. Develop expertise in our solutions to support customer interactions.
7. Conduct strategic business reviews aligning outcomes with client solutions.
8. Map customer businesses, ensure contract renewals, and identify new needs.
9. Identify growth opportunities and leverage resources to drive success.
10. Engage in strategic account planning with key stakeholders and act as a renewals advocate.
11. Expand influence within accounts to increase engagement and references.
12. Manage the customer lifecycle, track improvements, perform analyses, collaborate across teams, and ensure satisfaction and timely payments.

Position Requirements:

• Over 10 years of experience in customer success, customer relations, or related fields.
• Experience establishing relationships with senior stakeholders.
• Background managing enterprise banking customers, especially in financial crime or payments at Tier 1 global banks.
• Strong communication skills to convey complex ideas and demonstrate business value.
• Effective relationship-building and influencing skills.
• Analytical and problem-solving abilities.
• Proven data analysis skills with business insights.
• Independent learner with adaptability.
• Ability to operate autonomously in a fast-paced, client-focused environment.
• Self-motivated team player excelling in dynamic settings.
• Strategic thinking capabilities.
• Bachelor's degree or equivalent work experience.

Required Experience:

• Manager

Key Skills:

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing