Customer Success Manager

Requirements

• Bachelor’s degree in business, engineering, computer science or IT or equivalent experience
• Minimum of 5 years of experience in a customer-facing role focused on Customer Success
• Superior customer service and interpersonal skills
• Strong positioning and negotiation skills
• Excellent verbal and written (English) communication skills
• Ability to act independently in customer-facing situations using judgment, tact and discretion
• Ability to demonstrate sound business judgment and ability to take decisive action
• Ability to meet deadlines and carry out assigned relationship activities to their completion
• Ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors
• A strong sense of urgency to perform actions quickly
• Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed
• Detail oriented and a strategic thinker
• Ability to effectively and successfully handle customer service issues and conflict situations
• Strong team player and a self-starter who can operate independently
• Ability to juggle multiple, very different tasks – e.g., support customer escalation calls in the morning; best practices call mid-day, on-boarding meeting in the afternoon, etc.
• Experience managing customers of various sizes and knowing how/why to manage them differently
• Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations
• Ability to travel for on-site customer meetings at least quarterly or on an ad hoc basis per customer needs.
• The ability to obtain the necessary credit line required to travel
• Preferred Requirements:
• Knowledge of current trends and practices in the retail banking industry
• Prior experience in closing renewals and/or professional services opportunities

Benefits