Customer Success Manager US

Tier 1 accounts –

• Play a supporting role to the Customer Success Director, helping with SOW and contractual scoping. Coordination of business reviews and internal steering committees. Weekly operational calls and escalations. General liaison at the operational level of the account.

Tier 2 accounts –

• Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions.
• Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed.
• Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
• Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
• Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
• Create and execute strategic account plans for assigned accounts to deliver agreed targets and KPIs.
• Working with marketing, generate customer advocacy and contribute to customer events when required
• Manage customer escalations and proactively identify future potential roadblocks to minimise risk
• Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team.

• Must haves:

  • Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Experience managing relationships with business and technical stakeholders internally and externally
  • Industry knowledge in one or more of the following:
    • Payments, Fintech and/or Banking sectors.
  • Negotiation and sales skills (ability to construct proposals and close renewals)
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities – project co-ordination, time management, attention to detail
  • Adaptable to change and embracing of fast paced environments
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Coachability and willingness to support others
  • Demonstrable experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required

   

  Great to have:

  • Languages – Spanish or Portuguese
   

  Personal Qualities

  The work is often challenging and fast paced. As such we are looking for someone who has the following qualities:

  • A warm, friendly character that makes our customers want to spend more time with you!
  • Flexibility and adaptability
  • Enthusiasm

  And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.