Customer Success Manager – Banks

Role Overview

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
• Maintain a deep understanding of our solutions, client base, and best practices
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
• Educate clients on business value of solutions and application of best practices
• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
• Assess customer health by monitoring product usage, reported issues, and other success metrics
• Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
• Identify trends and relay feedback internally to appropriately address underlying issues
• Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
• Actively participate in the customer life cycle process, from prospect to renewal
• Participate in CSM program development and improvement activities
• Facilitate customer account changes, product set up and billing research/corrections
• Work with Sales and other Learning & Development teams to facilitate customer training as needed

Requirements

• 3-5 years of experience in a Customer Success, Account Management, or other Client-Facing role
• Bachelor’s degree (or higher) required, or the equivalent years of industry experience
• Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
• Ability to troubleshoot and solve business and basic technical problems
• Ability to effectively manage daily client communications, including escalations and problem management situations
• Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution
• Must be able to work autonomously and collaborate as part of a team
• Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction

Benefits

• comprehensive compensation and healthcare packages
• 401k matching
• paid time off
• organizational growth potential through our online learning platform with guided career tracks