Head of Customer Success - Nordic

Aura Cloud AB; Sweden; On-site; SEK 90,000 - 120,000; Full time

Job summary

Aura Cloud AB is seeking an experienced Head for our Customer Success Team in Stockholm. The role involves managing onboarding projects for new customers and services and ensuring ongoing customer success.

Candidates should have at least 15 years of IT project management experience, with a background in Core banking or similar. Strong relationship management and agile project management skills are crucial for this role.

Qualifications

• 15+ years in IT project management, 10 in Core banking or similar.
• Experience with B2B customers in the financial sector.
• Hands-on experience in banking application migrations.

Responsibilities

• Execute onboarding projects for new customers and services.
• Manage a team focusing on customer success metrics.
• Coordinate cross-functional dependencies for successful project delivery.

Skills

IT project management

Customer relationship management

Agile methodologies

Project management skills

Job description

Aura Cloud is a class leading cloud platform for financial institutions to launch and run their business at light-speed. Our platform is at the center of our customers’ digitization path and business critical.

We provide 24/7 platforms for critical core financial applications that require a very high degree of quality and stability of the platform. We are fast expanding into other markets with continued focus in the Nordics.

We seek an experienced Head for our Customer Success Team, at our Stockholm office, to manage new customer / services onboarding and continued success for our current customers.

Key Responsibilities

• Successfully execute onboarding projects through a team of product owners and Customer success team members - which could be either a new customer or new services to existing customers.
• Keep customer success as the goal and introduce metrics to measure and manage how our customers succeed in their business through aura platform.
• Manage a team of customer success members / product owners providing them guidance and skill enhancement needed to accomplish razor sharp deliveries for our customers.
• Convert customer needs into service opportunities for them to succeed in their business.
• End to end planning and execution of project tasks related to onboarding; tracking of tasks, dependencies and impacts on milestone.
• Manage cross functional / technical dependencies between subject matter experts and technical team members to fulfil project tasks.
• Understand and mitigate project and delivery risks for our customers ensuring certainty in all delivery milestones.
• Plan and conduct Agile ceremonies related to sprints, stand ups, retrospective and provide feedback for continued improvement.

Requirements and Experience

• You have at least 15+ years of total IT project management and at least 10 of them in Core banking / other banking projects or similar banking applications having gone through more than one complete onboarding and implementation cycle.
• You have good experience in handling long-term relationship with multi-layered financial institutions / B2B customers.
• You have good domain knowledge on Consumer, SME and Corporate banking with knowledge of banking processes.
• You have hands‑on experience of migration from or to any core banking application having led various stages of such an implementation.
• You have excellent project management skills and successfully managed onboarding and support projects for financial institutions.
• You have managed projects in an agile manner with an ability to oversee multiple streams and milestones across customer projects.
• You can simplify complex ideas and communicate them in writing with clear logical thinking.
• You are people-oriented person who builds strong relationships with customers and stake holders.
• You are a person who can connect with the team, identify their strengths and weaknesses, align the team to realize our vision.
• You are fluent in English as the working language; knowledge of Swedish and/or other Nordic/European language is a plus, but not a necessity.