Customer Success Manager || Work From Office.

Key Responsibilities:

1. Product Demos & Onboarding

• Product Demonstrations: Deliver high-impact product demonstrations to prospective clients, tailored to meet specific business needs and challenges.
• Tailored Onboarding: Lead the client onboarding process by customizing implementation plans to ensure a smooth transition. Provide comprehensive training sessions that empower clients to maximize the product's potential.

2. Client Relationship Management

• Client Success Ownership: Be the primary point of contact for your portfolio of clients, ensuring they derive maximum value from the product and their business objectives are met.
• Client Retention & Renewal: Proactively engage with clients to identify potential issues and implement solutions to maximize customer retention and renewals.
• Executive Relationship Building: Develop and maintain trusted advisory relationships with key decision-makers (C-suite, VPs, etc.) to drive strategic account growth.

3. Cross-Functional Collaboration & Delivery

• Internal Liaison: Act as a bridge between the client and internal teams (development, sales, support, product management, etc.), ensuring clear communication of client requirements, challenges, and feedback.
• Project Coordination: Coordinate with internal teams to ensure timely delivery of product features and implementations, managing client expectations and communicating progress updates regularly.
• Feedback Loop: Gather insights from clients on product usage, challenges, and potential enhancements, and relay this information to the product and development teams for continuous improvement.

4. Pre-Sales Support

• Sales Collaboration: Partner with the sales team during the pre-sales process by providing expert insights into client requirements and addressing any technical questions.
• Proposal Development: Assist in the creation of tailored proposals, ensuring that solutions meet the specific business needs of potential clients.
• Product Customization Discussions: Work with the product team to discuss any customization requests or unique features required by high-profile clients to meet their goals.

5. Customer Advocacy & Support

• Problem Resolution: Take ownership of customer issues and collaborate with the support and engineering teams to resolve them promptly. Escalate urgent matters when necessary, ensuring clients experience minimal disruption.
• Strategic Consulting: Offer proactive advice to clients on how to optimize their use of our product to achieve long-term success, introducing new features and functionalities that align with their evolving business needs.
• Customer Feedback Sessions: Conduct regular check-ins and customer feedback sessions to assess satisfaction levels, gather insights for product enhancements, and foster a relationship of mutual trust.

6. Reporting & Analytics

• Client Health Monitoring: Regularly monitor customer usage data, KPIs, and satisfaction levels to identify potential risks and opportunities for improvement.
• Performance Metrics: Provide regular reports to both internal teams and clients, offering visibility into performance, product adoption, and success metrics.

Qualifications:

• Education: Bachelors degree in business, Marketing, Information Technology, or a related field.
• Experience: 7+ years in a Customer Success, Account Management, or Pre-Sales role, preferably in the SaaS or technology sector. Experience in managing clients in the Capital Markets/Financial Services space is highly desirable.
• Product Knowledge: Strong understanding of CRM, SaaS, or financial technology solutions.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly articulate complex ideas to both technical and non-technical stakeholders.
• Leadership Skills: Strong influencing and negotiation skills, with the ability to manage high-profile accounts and establish long-term, trust-based client relationships.
• Project Management: Experience in managing multiple client projects simultaneously, ensuring on-time and high-quality deliverables.
• Problem-Solving: A customer-first mindset with a proven ability to quickly diagnose issues, formulate solutions, and drive resolution.
• Technical Proficiency: Proficient in CRM platforms (e.g., Salesforce, HubSpot), and able to navigate complex software tools and systems.

Preferred Qualities:

• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Passionate about customer advocacy and delivering exceptional client experiences.
• Adaptability to work in a fast-paced, dynamic environment.
• Proactive, self-starter who thrives in an autonomous role.

What We Offer:

• Career Growth: Opportunities for professional development, mentorship, and advancement within the company.
• Work Environment: Collaborative and supportive team culture with a focus on innovation and excellence.