We are looking for a Customer Success Manager (CSM). This role is located in our Ghent, BE office. The Customer Success Manager plays a lead role in driving and optimizing our customer’s product utilization across the OneSumX® product portfolio.
She / he helps supporting large, strategic accounts. In all cases, he / she will work to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed, and ongoing performance is managed, all to ensure effective product use and customer satisfaction.
She / he also works directly with e.g. the appropriate Sales / Account managers and Product Managers to ensure that customer needs are identified and satisfied;
that expectations are met and exceeded and that renewals are achieved.
In short, the CSM manages overall relationship with the assigned customers, ensuring retention, boosting adoption, and attaining customer satisfaction.
Tasks / Duties
Manage complex implementations and clients where the BAU implementation requires focused and expert attention and project management
Develop and execute the client success strategy for accounts to drive revenue retention
Monitor client health, adoption metrics, renewals and execution of client success plans
Partner and coordinate activities with all other functions (Sales, Pre-Sales, Professional Services, Product Management, Product Development, Product Support and Market Development) on client experience and industry trends to drive the voice of the customer in business strategy
Build deep relationships with key customer stakeholders to inform engagement and release management strategy and create 'client advocates'
Participate in industry events alongside the team to foster networking, brand presence, and stay up to date on industry trends
Contribute to the overall vision and strategy of the Customer Success Team
Education : A degree in Risk / Finance / Accounting / Banking / IT / Engineering
Experience : 4 + years client facing experience (professional services, (pre)sales, product management, customer services) in relevant (Financial / IT) businessExperience in a Customer Success Management role in relevant (Financial / IT) business
Other Knowledge, Skills, Abilities or Certifications : Excellent project management skills to track large, complex software implementations across multiple customer sitesData-oriented, consultative approach to promote product utilization with customersProven ability to quickly establish rapport with all level of personnel up to and including C-suite executivesExcellent time management;
communication and organizational skillsProven experience in EBA / ECB and local Regulatory Reporting; Finance and Risk (ALM, Credit / Market / Liquidity Risk)Thorough knowledge of banking products, instruments, systems and processesExperience with financial software, financial data warehousingGood knowledge of Microsoft Office toolsRequired Language Skills (written and spoken) : English (fluent);
Optional : German, Dutch
30% - 40% travel